[Nexus 4 General] arizonamman:
I am working on the draft as we speak. Make sure you don't use this exact copy. Reword it using your own words, reflecting your own experience and including your own emails. Otherwise it will be treated like a form letter and never make it off the Executive Assistants' desks (they will all be talking about your letter with each other and the gossip will go company wide!). Send 4 separate (standard business including both your name and address as well as their name and address and the current date. Type *and* sign your name just above the Encl. that is at the end of the letter.) letters, not just 1 with all their names on it, because 4 letters to 4 separate Execs increases the odds of 1 of these guys reading it. Send them all by USPS First Class Mail. You can add (from the post office) Certified Mail ($2.95 each) or Return Receipt Requested (for $2.35 mail/$1.15 email) so it will take a little time to fill out your return address on those. Put 1 different name but the same address on each one. I believe you have the option of tracking Certified mail online. The cheapest option (75 cents) is just Delivery Confirmation signed by the mailroom. If you are REALLY serious about the "main man" reading this, send it Restricted Delivery for $4.55 each. That person has to sign for it. It also shows that you mean business! :)

In the following, parentheses used for us, don't include that stuff in your letter or on the envelope. Don't forget to THANK me! :)

Larry Page, CEO

Nikesh Arora Senior Vice President and Chief Business Officer (including Customer Operations)

Laszlo Bock, Senior Vice President, People Operations

Paul S. Otellini, Board of Directors (previous Intel COO)

1600 Amphitheatre Parkway

Mountain View, CA 94043

I will tone down (use business language and remove cuss words) my previous message #32946 from "the [Official] Play Store orders & shipping thread!," include all my email communications as well as my CS discussions and CS email follow-ups.

I will say that Google has a disastrous infrastructure where servers cannot handle more than usual business and/or do not have the bandwidth or capacity for simultaneous transactions. Google Wallet is broken and the charge card procedure, whether initiated through a Wallet program or from a billing person, requires a complete procedural re-write. The exact same credit card I have always used was used for this. Perhaps I should not have connected this transaction to my Google Account that obviously could not handle it? Why else would a transaction for $0.00 be sent and then the system generate an email to me saying that it was refused? Well, DUH, $0.00?

The (outsourced?) shipping department is completely understaffed, despite the fact that the phone was released just a few weeks before the busiest sales time of the year and they are shipping new orders while original Nov.13 orders remain unfilled.

The outsourced Customer Service department received no and/or incorrect last-minute instruction which had all the reps following different scripts and, as expected, none of them were allowed to think.

I have been a CS rep (Levels 1 - 3) and trainer for 2 companies in different departments and have not seen such a disastrous lack of communication between the Executive offices, Management, outsourcing managers and employees. What a disgusting mess!

Obviously, the Information Technology blogs, online magazines, writers and numerous complaints have had no effect solving any of these problems. I can't help but wonder if official complaints to local television stations' consumer complaint departments would make a difference to your stockholders because nothing has worked yet. Certainly, even if your bottom line looks good, your reputation is quickly going to hell (many Better Business Bureau complaints are filed by your disgruntled Nexus 4 customers).

In conclusion, if Google does not have a working, hardware-bug free Nexus 4 on a Fed Ex 1-day delivery plane by the time I receive, or within 5 business days of, the Post Office's Return Receipts for this letter, whichever comes first, I am certain that one of the consumer complaint directors of Phoenix's 4 major TV stations are just dying to make a name for themselves.

Encl, emails from Wallet and Support (list the exact amount of emails & phone calls)