[Nexus 4 General] arizonamman:
Why do I even bother?

I know many of us forgotten ones from Nov. 13 are extremely frustrated but it certainly is not funny when something like this really happens. There are other alternatives to this kind of madness. Keep calling and keep writing people!

My status keeps changing between pending and pre-order, back and forth. The Credit Card authorizations have dropped off my credit card account.

Hello Pat,

It has now been over 1 month and still no phone. So much for 3-5 business days. Please escalate this email, not to a level 2 or level 3 rep but to your actual department manager. The following has been sent via Restricted Delivery, Return Receipt, USPS first class mail:

Friday, December 14, 2012

Larry Page, CEO

Nikesh Arora Senior Vice President and Chief Business Officer

Laszlo Bock, Senior Vice President, People Operations

Paul S. Otellini, Board of Directors

1600 Amphitheatre Parkway

Mountain View, CA 94043

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, including mine, 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).

All of us that have been waiting for over 1 month should be given this phone for free, just to keep us as customers. I have been extremely patient and I expect immediate attention, including FedEx 1 Day Weekend delivery of my phone.

Sincerely,

[ME]

Encl, emails from Wallet and Support including a CSR reply to my 1 phone call.

Thanks for updating your payment information!

Your order will be charged and shipped by Google Inc..

Dec 5

You successfully updated your payment for this order to [my card]

Dec 5

An attempt to charge $0.00 to [my card] failed. You must update your payment information within 7 days or your order will be cancelled.

Nov 13

Google Inc. received your order.

Nov 13

You placed an order with Google Inc. on Nov 13. Google Wallet sent a copy of this receipt to [my email]

Order Date: November 13, 2012 10:07:54 AM UTC-8

Order Number: [my order number]

Item

Price

Nexus 4 (16GB) - The next generation phone. Thin, light, and designed for Google Play.

$349.00

On Nov 29, 2012, at 10:28 AM, googleplay-support@google.com wrote:

Hello [ME],

I spoke to you about your order # [my order #]

Your order is in the processing status.

We ask that you allow us 3 to 5 business days to complete.

We here at Google value your business.

Thank you,

Pat

From:	no-reply@google.com

Subject:	Re: [my CS #] Please Rate Your Google Play Support Experience

Date:	December 14, 2012 1:08:33 AM MST

To:	[ME]

Hi,

Thank you for contacting Google Play Support. We're glad we could help

address your questions in our recent email to you regarding your inquiry, and we'd love your help in improving our customer support. In case this is the first response

you've received about your questions, we recommend checking your other

email folders to see if our response got sent there (perhaps you can search for your previous correspondence with us.

Please take one minute to answer this brief survey - we thoroughly review

your feedback to see what we can do better.

http://support.google.com/googleplay/bin/request.py?hl=en&contact_type=survey_transactional&caseid=[my case #]

If you are not fully satisfied with the resolution of your case or if you

require additional assistance, you can skip the survey and just reply to

our last response to reopen your case. We'll be happy to help.

Thanks in advance for your valuable feedback!

Victor

The Google Play Support Team

This email will no doubt be filed with all the rest, in the black hole of the universe we call Google. Nevertheless, the letters have gone out and I know now I have done all I can reasonably be expected to do. Why am I going through this much trouble? I have no idea. See sig for my next move: