I’ll admit it: I’m not usually an early adopter, although I sometimes break that mold. It happened this week.
Google rebranded its Android Market and opened for business as the Google Play Store on March 6. I thought I’d give the store a try. I don’t have a true Android device — the nearest I come is a Nook e-reader, which is what I’d call a “faux-Android.” There’s a basic Android operating system underneath (I think it’s a variant of Froyo), but Barnes & Noble has overlaid it with a proprietary system that — unless you root the device — prevents you from buying and installing apps from the now-retitled Android Market. But since the Play Store offers books in the ePub format — readable on the Nook — I thought I’d try to take advantage of the “Grand Opening” discounts Google was offering.
I bought a copy of Michael Lewis’s book Boomerang; it’s a tale of economic crisis of 2008 based on the author’s travels abroad. Having read other Lewis books such as Liar’s Poker and The Blind Side, I thought this would be a good choice — and it was deeply discounted as well!
I signed with my Gmail ID and set up a Google wallet account; a little fluky there — at one point, it didn’t look like the site was doing anything, then it told me I already had set up an account (which I hadn’t). I know Google knows a lot about me, but…?
I proceeded to buy the Lewis book, but was never prompted for a download of the ePub version, though I could read it on my computer — which was not my original intent. The store offered a link to have a customer service person call me. I filled in the name and number fields and clicked the Call Me button — and the phone began ringing within five seconds. I was a bit startled by that — I was expecting some sort of message that I’d get a call within some time frame. Since it was getting a bit late, my wife, sounding rather annoyed called out, “Who is that???”
“It’s the Evil Empire,” I shouted back, using the appellation for Google that I’ve employed in my public relations classes when illustrating some of Google’s less-than-stellar attempts at guarding user information, such as the Google Buzz debut. Although the call started with an automated “Please Hold” message, it took only a moment or so for a live person to get on the line.
Tonya, the Google customer service person, told me where to find the download link — it was on a “How to Read” tab that when not selected was grayed out almost to the point of being invisible (need to talk to the web page designer about color choices). With Tonya still on the line I clicked on that and found an ePub download link only to find it was offering me a sample of the book and not the whole book I’d purchased. After doing a little checking, Tonya said there was some issue with samples and full downloads and that Google was working on it. She offered to refund my money; I chose to wait until the issue was fixed, figuring the brain power of Google could overcome this shortfall.
I received a follow-up email from Tonya the next day giving me an update on the issue and offering me a rather creative work-around that involved editing the download’s URL to correctly link it to the full book. Although the initial URL she provided only linked to a page about supported devices (no download link), I did find a download link in the “My Library” section that gave me the opportunity to edit the URL successfully and download my (full) book. Curiously, I found another page on my account that had the book listed and this had a “Read” button with a “download ePub” choice that delivered the full book — so clearly some of Google’s left hands don’t know what their right hands are doing. But being the store’s Grand Opening (and having assisted at client grand openings), I’m inclined to chalk this up to working out the kinks.
Bottom line on my first-day-opening Google Play Store: a little balky, but I have my product, thanks to some great personal customer service, which I was not fully expecting. So, Tonya, thanks again for your help.
A final thought: will Google’s Play Store challenge Amazon and Apple stores? With the variety of goods and the recent talk of Google-branded hardware, it’s not hard to speculate that the answer is “Yes.”
Disclaimer: I am not employed by, compensated by or affiliated with Google in any way — other than having a Gmail account.
