yashsingh1/xdaforums huggingface dataset:
[Nexus 4 General] jason56d:
Here is my latest email from my man Peter at Google re my 17:05:28 on the 4th, a 3-5 dayer.

. Hi Jason,

I'm alright. I would feel a lot better if you received your Nexus 4 already. But thank you for asking. Speaking not as a call center agent right now, I absolutely understand how frustrating and angry you must feel. I too, have been on the other side of things and it's not a good feeling. It is totally unacceptable and we are strongly attempting to resolve the issue.

There is an update with your December 4, 2012 purchase as well as other December 4, 2012 purchases. All purchases made on December 4, 2012 has grown to a main priority escalation. For not only yourself, but others who have made a purchase on December 4, 2012 have been affected as well. We have turned in your case to our supervisors and they are working with our affiliates to get your order out asap.

I can't stress enough how grateful I am for you being so patient and understanding. Rest assured Jason, you will receive your Nexus 4 in time.

I wish i could provide more information for you at this moment and I understand this is not the news you would like to hear but for now this is all the information I can provide at the moment. Apologies.

If anymore questions or concerns, please reply directly to this email. Thank you again Jason.

Best Wishes,

Peter

The Google Play Support Team

I know he doesn't give anything specific away, so I won't be holding my breath!
[Nexus 4 General] ant_thomas:
Unfortunately he told you absolutely nothing there.
[Nexus 4 General] Deeco7:
Today marks a ****ING MONTH since I placed my order!
[Nexus 4 General] Lawliet:
What does "main priority escalation" even mean? Hmm.
[Nexus 4 General] smadger:
Do you mind if I put this on the site for others?
[Nexus 4 General] jason56d:
By all means! I know it actually says diddly squat, but it's a different diddly squat to what others have received! :silly:
[Nexus 4 General] duryard:
Where do you guys see your order status

My wallet just says order recieved
[Nexus 4 General] Matchstick:
The one thing it does suggest to me is that Google might be starting to become aware of the potential for just how bad this could make them look - It was bad enough messing up the original November orders, but repeating exactly the same mistakes with the next batch of orders speaks volumes about a company's competence.

Course they don't appear to be aware enough to actually DO anything like proactively contact anyone with real information, but maybe that will come next...
[Nexus 4 General] Michealtbh:
When I finally have the money for a N4 I think I'll just pay the extra £100 and get it from Carphone Warehouse
[Nexus 4 General] Nextass4:
Every answer or reply back that I have read is different form Google CS.

All they need is a simple, one email to say - this is the situation, this is what we are doing right now, this is when you can expect the next update. It doesnt even have to based on people's individual situation, just a generic update.

This is the most basic of customer/client service that Google needs to give.
[Nexus 4 General] stormyuk:
It appears they are not capable of that, a real pity from such a company to be honest.
[Nexus 4 General] flyingscotno1:
You know I'm not convinced by the Google Wallet Status. When you click transactions in Google Wallet my Nexus 7 which shows as shipped and I have in my hand is still 'Pending' like my Nexus 4 order which is in cyberspace somewhere.
[Nexus 4 General] smadger:
I work in customer services, an "escalation" usually means the issue has been raised with managers, but this is only my take on it. For me the most important part in the statement was this "All purchases made on December 4, 2012".
[Nexus 4 General] GafferTaped:
Why do people even bother email and phoning the call centre? It’s pretty obvious that they’re not provided any actual information about stock levels. So the response is either generic, based on a template to look up order estimates or just complete guess work by the CSR.

It’s a waste of everybody’s time. There must be a different way of getting a response on this. Although I don’t know what that is.

I’m a 1-2 weeker, and still holding out hope that it’ll be sent out by the 19th.
[Nexus 4 General] Boeing100:
Just saw a big orange TNT truck in town. A sign from the smartphone gods?
[Nexus 4 General] texaslittleangel:
I've never had issues with mailing out small parcels with Royal Mail (signature) but then again, I've never sent valuables.

Just remember to add insurance to your package regardless of courier ;)

Filled out yesterday :good:
[Nexus 4 General] tonybhoy:
maybe it was the dynamite needed to wake google up
[Nexus 4 General] Vahndroid84:
I need a fast delivery :D

with royalmail the delivery takes often five business days. If my phone will arrive the 19th to my mate's house, i think i will get a nextday shipment courier. Our postal shipment is an hell...i can assure you...and with the christmas holiday so near...it can be worse :(

Royalmail works great...Poste Italiane...is like the bermuda triangle lol
[Nexus 4 General] CrazyPeter:
There is nothing simple about what they are trying to achieve. They are selling a great phone for £130 under the market value, and have had massive demand. They have a complex supply chain to manage, taking several months to ramp up, and the historic demand for Nexus devices would suggest they shouldn't order too many at a time..

Sure there are things that have gone wrong, but given the complexity of things, it's actually going very well for the vast majority of people. I was given a 1-2 week shipping timescale, and whilst I havn't got mine yet, it's changed status and looking like they will meet than deadline... (5 days left).

Problem is, there are far too many immature children wanting things yesterday, and too many wind-up merchants claiming they have already gotten theirs...
[Nexus 4 General] jason56d:
My reason is, because I can. I have a direct email for a person not a generic response. We have conversed over the phone and email for at least 5 days on a daily basis.

No, he doesn't give any information to me, but I am sure that's because he hasn't been given any! I do feel sorry for them as they are the voice on the end of our raging calls and emails, and they have nothing to placate us with, just a scripted pile of tosh. It's the managements fault this has all gone wrong. They should be the ones making the decisions and giving out information. But we have not heard anything at all?

I will continue to email or call him daily until I receive it (next summer? ) as that way, if he does receive any information, he may well let me know asap, as he does reply to my emails within 10 minutes usually.
[Nexus 4 General] Nextass4:
I dont expect an email until after US get in at the very least. Whatever they send out in terms of information will have to be authorized by the management team there no doubt.

I doubt that will even happen though :(
[Nexus 4 General] Josh98:
Because you can waste your time you do?

I agree with Gaffer, no point right now, least not every day.
[Nexus 4 General] uberNoobZA:
Yes, and ONCE IT SHIPS,chances are you will get it NEXT DAY after it ships and Google will most likely refund you shipping anyway if they were unable to get the product to you withing the 'estimated shipping' that was showing at the time you ordered.

As everyone knows, these are all scripted responses, based on pre-prepared templates that the CSRs use. The CSR that handles emails and phone calls pretty much only do that and reply using standard templates. if they 'escalate to a specialist' then that specialist will look into your query - at some stage, depending on how busy the specialists are, as in any support desk they are always limited. I do know how Google's escalation works, but you never know, maybe people changing from Pending to pre-ordered are as a result of their queries being passed to specialists (yes I know there are people out there who will swear this is not the case, but who knows but Google).
[Nexus 4 General] Confused_Cheese:
Just had these arrive for the phone I don't have, ahh the pain of it all.

http://www.spigen.com/google-nexus/google-nexus-4-screen-protector-steinheil-dual.html

Had these screen protectors on my iPhone 4 for about 2 years, they've saved its life a couple of times very good protectors!
[Nexus 4 General] isentropy:
Me too. They literally have no idea when it will be sent. Latest estimate from their is another 3-4 weeks. Genuinely the worst buying experience I've ever had.
[Nexus 4 General] furrypotato:
2 people on German thread just got shipment emails in last 10 minutes...

http://xdaforums.com/showthread.php?t=1988316&page=138

And on German thread, a lot of orders until 17:02 had been shipped. These guys have much later ( 17:07 and 17:11 )

They get their shipment emails before us and they had teh same pre-ordred changes happen yesterday so we may be in luck too.

EDIT - And the one guy confirmed his status changed to pre-order yesterday.
[Nexus 4 General] moghm:
Hello, what status is it now ? Mine has changed to 'pre-ordered' in google play store but remains at 'pending' in the wallet, I dont know if this is good or bad ? I am in the 1-2 week bracket.
[Nexus 4 General] texaslittleangel:
Just remember to add insurance ;)

While I agree to a certain extent, I can honestly say that it is truly shocking how they have handled both events (Nov 13 and Dec4). A company as big as Google who has the utmost highest standards for hiring bright minds and the fact that they are competing against Samsung and Apple, cannot ensure a near flawless launch? Worst part is that the second release came out this month giving a lot of fans Christmas expectations... Surely you can agree that this was a terrible marketing idea if you knew beforehand you could not meet the first release expectations...

A few jobs are on the line here because these are NOT Google standards. The cleanup after this major F**k up is a lot more complicated than the releases should have experienced.
[Nexus 4 General] smadger:
I agree. Take a look at Google's Code of Conduct, especially section 1...

To Serve Our Users:-

-Integrity

-Usefulness

-Privacy, Security and Freedom of Expression

-Responsiveness

-Take Action”

This is forming the basis of the official letter of complaint.

(don't forget to sign up! - https://sites.google.com/site/nexus4cr/register)
[Nexus 4 General] wkd2639:
Well that answers that then.....

http://store.three.co.uk/view/produ...86109AABFDFB825DB1F4735B4C3BF96&?id=sm_nexus4

Three UK have stock of the Nexus 4...
[Nexus 4 General] dpmcalli:
It seems like the German release was handled much better. When I last looked at the German pre-order spreadsheet it looked like all the 3-5 dayers were getting their phones first. Hopefully its a sign that everyones getting more stock and us UK people will see some movement very soon.
[Nexus 4 General] kitch9:
Not to make anyone nervous, but there was a cargo ship sunk off our shores last week.......:silly:
[Nexus 4 General] Nifdy:
Clearly Google need to hire professionals for their next product launch. Build up the stock (even with low output) put on sale with the correct launch details and better order processing. Hell even state preorder, that way they can ramp up production just before it required with enough stock. Then when restocking you can either sell or preorder.

The biggest problem is they put the nexus back on sale when in fact it should have been preorder all along. They stupidly put it back on sale when they knew they would not have enough stock to met the demand. I wouldn't be so upset if when ordering it said it was out of stock so it will become a preorder instead. Which makes the whole 4th December order a right shambles, they should have just started taking preorders instead of this big "we've got stock, you can have it next week" order
[Nexus 4 General] wkd2639:
To be fair - the only evidence we have so far is that 3-5 day orders have been bollocksed up.

There is nothing yet to suggest that 1 - 2 weekers won't get their phone by the 19th December.

I find it extremely encouraging that as I just posted - Three UK have stock and are advertising delivery for tomorrow.

This means that clearly there is Nexus 4 stock in the UK.

As for you comment about Pre-Order - it is clear to everyone that anything that is more than a 48 hour wait is a pre-order. I doubt that the folks who have a 4 - 6 week estimated ship are not aware that it means the phone they are buying has at this point in time not even been manufactured yet.
[Nexus 4 General] Confused_Cheese:
I doubt that stock has anything to do with the stock that Google have for the play store. I assume it was a completely separate shipment. They probably have had them in stock for a while too, just unable to sell.
[Nexus 4 General] :
I agree, other than what they SHOULD have done was opened pre-orders on 29th October when they announced the phone. Not taking pre-orders and building up to this stupid free-for-all that occured on november 13th (and I was unable to place my order then) and then repeating it on Dec 4th has caused a lot of problems.

Also, while supplies were limited they should plain and simple have limited it to one (8GB OR 16GB) per google account until all pre-orders were fulfilled.

This would have reduced the profiteering we've seen by those who got multiple devices from the nov 13th batch (to the detriment of those who were not able to place orders), as well as giving 2 weeks additional notification to google that these were going to fly off the shelves and they could have ramped production earlier (assuming that they have done).
[Nexus 4 General] Hereisphilly:
What is interesting about the change from pending to pre-order is that my replacement N10, ordered on the 11th also changed from pending to pre-order at the same time as my N4 (1-2 weeks). My N10 was to be shipped in under a week.

So either all orders are messed up or the change does signify something
[Nexus 4 General] smadger:
Very true.

However we do not know how the logistics of this are set up, is stock distributed in accordance with LG or Google guidance for example? And as anybody who has walked into a CPW and then back out with a handset 20 mins later over the last month, there has always been UK stock of sorts.
[Nexus 4 General] calyxim:
I am very tempted to buy every single overpriced N4 on eBay and not to pay anything.
[Nexus 4 General] Nifdy:
Anything more than 48 hours is a preorder? I don't consider that a preorder, that's an order. I understand there is huge demand so shipping so many devices at this time of year is also going to be hard, thus as a 1-2 weeker I expect they have the stock but due to demand and shipping demands for this time of year, I put the time frame down as "very busy period"

Stating how many weeks till an order is ready to ship isn't informative. When I buy something on amazon I know its in stock or not, if not I know it been ordered and will come back in stock or what I'm buying is being sent from another company.

The play store device orders is incredible lacking in information. I'm sure people wouldn't be moaning if they are told more detailed information like "There is no stock available but you can preorder for x time" for all we know they could have the stock for 4-6 weekers but due to Christmas and delivery companies winding down shifts this has caused the delay. If they're is no stock for them then just state it and catorigize

Google have been very vague.
[Nexus 4 General] smadger:
LOL!

The sellers aren't doing anything wrong, it's the buyers pushing up the prices.
[Nexus 4 General] ozzrahog:
My N4 is lurking in pre order. My son's 3 contract is due an upgrade so I got him an N4 for delivery tomorrow. Totally mental
[Nexus 4 General] smadger:
I would say that if the money went out of my account, that is an order. The money going back in is another matter.
[Nexus 4 General] tonybhoy:
you do that and i'll go for gumtree
[Nexus 4 General] duryard:
I may be barking up tyhe wrong tree here as I only ordered mine yesterday so not expecting it til the end of January.

But if it says 6 - 7 Weeks to dispatch then that's the wait. What I think is a bit of a con is the £9.99 that you have to pay for 2 day delivery. That stinks. 7 weeks to TNT is bad really but then £9.99 delivery is bad
[Nexus 4 General] smadger:
6-7 weeks is the time until a handset will be available, all you have done is effectively reserve it (unless money has been taken from your account, then it's a slightly different matter that I would argue you have purchased it) as soon as it it's ready, the £9.99 is then courier delivery. They do not offer standard delivery, but if they did it could then be another 1 week on top and you would have no way of tracking and accounting for it once it left the warehouse.

It's crap, but if things worked to begin with, wouldn't be a problem.
[Nexus 4 General] Vahndroid84:
other three guys got now the shipping email in Germany...the German thread is flying

Hopefully will come our time soon today
[Nexus 4 General] fremar:
Sounds good, but arent Germans always more effective than British? :P
[Nexus 4 General] Corvidd:
But surely Germany use a completely different distribution company? In which case the state of things in Germany might not be relevant to our situation at all.
[Nexus 4 General] Android001:
Indeed.

Or, it might be Google who is the bottleneck and they are finally moving stock. TNT are a very well-established courier company, I can't imagine the trouble being down to them.
[Nexus 4 General] Joachim Winter:
Hi my order placed at :

Order Date: December 4, 2012 5:06:22 PM UTC Nexus 4 (16GB)

Just changed from pending to pre-ordered on the Google Play "My Orders" section?!?!?!

WHat does this mean lol :confused:
[Nexus 4 General] stormyuk:
Yeh probably this, but we can live in hope. :) I mean if people are getting emailed responses from CS stating its on back order 4-6 weeks then who knows!
[Nexus 4 General] jonmorris:
That would be a totally different order and logistically I doubt there would be any easy way to divert the stock, or indeed do anything that wouldn't have Three seeking compensation for breach of their own contract (and loss of sales before Christmas).

While I don't believe they are locked (the O2 ones weren't) there is always the possibility that the Three ones might have been SIM-locked or had the Three app pre-loaded etc.
[Nexus 4 General] Android001:
Try reading back a few pages before asking.

No one really knows. Some people (who already have their device) claim that their status changed to 'Pre-ordered' prior to being shipped. Others think it's Google's way of escaping having to refund shipping charges.
[Nexus 4 General] smadger:
My guess is that Google obviously know there is a problem, and it's easier and more effective to target problems country by country, rather than spewing a small amount out globally, and unifying the globe with an issue rather than get a country/region sorted one by one.

Still good news though!
[Nexus 4 General] Harv.!:
Yeah...I used to think the same thing about Google ?
[Nexus 4 General] Confused_Cheese:
Google aren't a well established hardware company though.
[Nexus 4 General] ant_thomas:
But Google aren't really established in selling hardware.

Compared to most hardware retailers they've only ever sold very few products at any one time. They currently only have 7 listed products, of which only 2 can be ordered right now (Nexus 4 16GB and Nexus 7 32GB).
[Nexus 4 General] Phils7:
Difference being, This is a somewhat new venture for Google and sounds like a different way of doing business for C2K. TNT are not doing anything different when dispatching the phones.

We use them at work and don't have many problems with them. Now if it was Yodel / HDNL I'd be worried.
[Nexus 4 General] Joachim Winter:
Lol those crafty Google frackers.

I have read most of the thread but you miss things....
[Nexus 4 General] tonybhoy:
google are getting worse .....f****ng tory love in

http://www.huffingtonpost.co.uk/201...d-of-tax-avoidance-_n_2291438.html?1355405460
[Nexus 4 General] munkimatt:
This may be a daft question but why are people drawing a link between what's going on in Germany and what's going on here? Where's the correlation?
[Nexus 4 General] duryard:
Money has gone from my account so does that mean it will arrive earlier than 7 weeks?
[Nexus 4 General] Stewb179:
This is off topic but it's up to the government to close tax loopholes. It's good business to use them and any company would get slated by shareholders for not avoiding as much tax as possible.
[Nexus 4 General] Vahndroid84:
It might be. But i've seen that Uk and German thread go through a very similar way. They've received shipping emails from wednesday until friday. After then...nothing like us. To me...the problem is not the distribution company...but some kind of mess with google and his orders system
[Nexus 4 General] smadger:
Rachel Whetstone - Senior Vice President, Communications and Public Policy - is allegedly a godparent to Ivan Cameron, the late eldest child of David Cameron
[Nexus 4 General] Android001:
- Their second round came at a similar time to ours

- It's a sign of activity closer to the UK than America/Canada

- It's an indication that stock is being produced and (supposedly) shipped

At least those are my thoughts. Not getting excited yet, though.
[Nexus 4 General] GauharJK:
I ordered my Nexus 4 on 4th December 17:54 pm... 4-5 weeker in the confirmation email... I had called Customer care before ordering, and they assured delivery in 2 weeks... I guess they were wrong...
[Nexus 4 General] ant_thomas:
Not at all.

It's just that it isn't a huge surprise that it's gone tits up. It shouldn't have done, but it has done.

When you think of the amount of hardware they're trying to shift in a short space of time when they're not actually geared up for this sort of work it doesn't come as a shock.

They've basically been completely unprepared and after the Nexus 7 launch they haven't seemed to have learnt a thing.
[Nexus 4 General] Harv.!:
Did anyone get an answer to what an order going from Pending to Pre Ordered actually means ?
[Nexus 4 General] DannyDroid:
No idea, but I'm about to call up now.

I'll report back.
[Nexus 4 General] dijonemon:
My thoughts exactly. I was disappointed but no-where near shocked to find that people ordering hours after me on the 4th, and even on subsequent days, were receiving their phones whilst mine did not change.

No idea what the significance is of my order changing to 'Pre-ordered' status yesterday.

Google really, truly need to learn simple logistic rules such as First In First Out.
[Nexus 4 General] Nextass4:
I wouldnt read too much into German orders shipping.

Promising that the german orders went to pre-order status and then shipped as opposed to pending. This is all guesstimation though. We have no idea what is going....
[Nexus 4 General] Vahndroid84:
another one in germany lol :laugh:

i know..it might mean nothing. It's just a little ray of hope :)
[Nexus 4 General] Joachim Winter:
Any ray of hope is good :D
[Nexus 4 General] DannyDroid:
Right. Just finished my call with a CSR.

1) "Pending" is the default state when orders are placed. Due to the demand of the launch the system **** the bed and such, most orders got stuck on this stage.

2) "Pre-Order" or "Back-Order" is just that. The order is being processed but there is no current devices within the warehouse to supply you with a device.

3) I was then told they are expecting a shipment within 3-5 weeks, which should meet the demand.

4) When I asked if they would meet my 1-2 week quote he said he hopes so but, it's unlikely.

5) I should call back late Monday eve if I haven't got a shipping email, and to "take it from there".

5) If the shipping date is missed then shipping will be refunded.

6) If asked if I wanted to take that "end of call survey" because "it's very helpful sorting this mess out".

Edit: I should have asked about the Germany orders.