yashsingh1/xdaforums huggingface dataset:
[Nexus 4 General] tonybhoy:
here's my theory,google are a **** company who couldnt give a toss about their customers,just a theory mind you
[Nexus 4 General] jimmycrashbox:
Don't worry, you're in the same position as a lot of people. They only hold the money for a few days to check that the card is genuine and that there are funds available. Now it's just about waiting... :)
[Nexus 4 General] furrypotato:
Interesting though that 2 csr's have now mentioned that older orders are being looked at.

I'm tempted to believe that on the basis that Dan, the MD of Google UK has probably asked for it to be sorted.

Believe me, when somebody at his level in a large company asks for something to be looked at, people start jumping around like headless chickens trying to fix it.

So it could very well mean that they are manually intervening in the order systems to get older orders shipped first.
[Nexus 4 General] errukine:
I agree, this does sound that it could well be correct.

Of course, Google could (and will) never announce that they had a technical problem with orders, as that's possibly the most embarrassing thing for an internet technology firm. I imagine that the statement will include something regarding "a problem with the supply chain", as in essence that's true enough, but it means they're not directly apportioning the blame to anyone (especially as it was possibly themselves!).

I'm assuming that they'll give refunds for late delivery, but if there were 10k orders from 3 days - 2 weeks, that's £100k which is nothing to be sniffed at, even for Google. Personally (as an accountant, boo!), I would try and persuade Dan to give as much stock to the 1-2 week folk to reduce the cost of refunding shipping, as the 3-5 day guys are an already known cost. But that's bad PR, which in theory would cost way more :p

For all we know, the supposed 1-2 week stock has arrived, but has been put on hold as they sort this mess out (hence why Germany received shipping emails last night, whereas UK didn't).
[Nexus 4 General] WallnutBoy:
I very much like this theory. I guess we'll find out eventually...
[Nexus 4 General] Crundy:
I just thought, perhaps the 2nd batch not arriving is because of the LTE problems? They may have had to send them back to the factory to be reflashed with the new firmware? That also might explain the open boxes people are reporting on Reddit.
[Nexus 4 General] tma24:
But i still dont understand how can they send me full price for phone back on my bankaccout and then take my money back to google store? how is it possible..internet banking is protected by my passwords and so on... no one can just take money from my account..
[Nexus 4 General] Nextass4:
The number of 3-5 dayers are quite low. That suggests to me that the 3-5 dayers were not assigned to phones coming from a new container ship but rather phones from November round of orders.

The first batch was sold out in 20mins and no access to order any was allowed until the 4th of December. My theory is that there may have been returned phones & cancelled payments which freed up some stock for initial shipping estimate of 3-5 days on the 4th.

As someone suggested earlier, there could be an overun on the system on the 4th which caused the early 3-5 day phones to be assigned to later phones.

If that is the case, its very plausible that there should be enough stock for 3-5 dayers and 1-2 weekers (if you have the same proportion of cancelled/declined/returned phones) for everyone in this period when they received the container of Nexus 4s.
[Nexus 4 General] Dav_prime:
They probably put a hold on the funds rather then actually take the money. As nothing was taken the hold has been released making those funds available again. You need to ensure funds are in the account though as they have your details and can still take the payment at any time. If they behave like most retailers, this will be when the order is completed ready for dispatch or when the phone is actually dispatched.
[Nexus 4 General] Crundy:
Good point, I forgot about the previous round of orders.

The only other thing I thought of is probably not going to cheer up the 3-5 dayers, but if Nextass is wrong about the next shipment covering both the 3-5 dayers and the 1-2 weekers then I suspect they will ship to the 1-2 weekers first, and then the 3-5 dayers. Why? Because they've already missed the deadline with the 3-5 dayers, and they don't want more people (from the 1-2 week group) complaining, requesting refunds, and making Google look bad.
[Nexus 4 General] tonybhoy:
bit late for the "making google look bad" methinks
[Nexus 4 General] jsbombjack:
Hello, been reading the thread for a while now, but may have missed something so apologies if I am stating something that has already been said.

Just got off the phone with Google Play support. Got told by the advisor that the delivery timeline quoted (in my case 1-2 weeks for an order placed 4th Dec 2012 17:05) started when the goods were actually received by themselves, which seemed to imply that even though I pushed the buy button on the 4th, that the clock did not start ticking on the quoted shipping timeline until they had physically received the stock at some point later.

The upshot of it was however, that when pressed, this chap did say my order should ship next week at some point - though most likely not the 18th / 19th as I would have expected.

Of course my current order state is the usual "pre-order" on google play, "pending" on google wallet
[Nexus 4 General] :
Lets hope after everybody has there n4's Google don't forget the issues they have had only to have them reappear at the next big launch.

That's what seemed to happened between the N7 launch and now.

Me and many other's who pre-ordered the N7 and had to wait weeks after launch to revive them where so tired of the situation hat when we finally got them we didn't have any energy left to carry on complaining to Google. We where just greatfull to have it.

Hope Google sort there shipping system out before the next launch. (Nexus Qube possibly - why do they have to make such good products that i will go through all this pain for :( )
[Nexus 4 General] Crundy:
True, but then they would be able to say they only missed the deadline for a small group of people (the 3-5 dayers) rather than all of the 3-5 dayers and some of the 1-2 weekers.
[Nexus 4 General] CrazyPeter:
If they don't have the phones, what do you expect him to be able to do???

The only thing we can ask for right now, is coherent and accurate information. A Memo should be issued to ALL CS staff, if they don't know the answer to something, don't make stuff up.
[Nexus 4 General] :
I'm still resigned to looking at the original estimate on my order confirmation email and subsequent automated ones through support centre... That is until we hear something concrete and official from Dan.

At the moment the CSR's no little that is definitive, no offence to them as it's obvious that there is a massive communications lapse between sales, support, distribution and suppliers.
[Nexus 4 General] tonybhoy:
that could still happen mate
[Nexus 4 General] Crundy:
Sadly I think you may be right :(
[Nexus 4 General] fewesttwo:
Still no procedure in place

I just spoke to Play customer support (read:Customer hell). The person said that they can't do very much until the shipping day has passed, my 1-2 week period end on Tuesday,which is fair enough, it still might ship by then. Although she didnt sound very confident.

I then asked her what Google do if that day passes, and what their customer communication procedure is when this date passes. I was told there is no procedure! She then went on to say that I might get an email, but she isnt sure if it will give me a shipping update or just say sorry the date has passed.

I asked what are the chances of it shipping and was told, I am not sure. The estimate hasnt yet changed, so it should ship my then (and I should have grown wings by then).

I asked her when my account will be charged, and she doesnt know. She said the only time it gets charged is when the device ships, which is unknown just now. So I may well wake up on the 27th -£300 and not know it.

For this saga to have gone on with the N4 for so long now, it seems totally unacceptable for them to still not have a procedure in place to manage or deal with this. Surely the supplier/LG has told Google how many phones are getting made. Google know how many orders they have taken (or do they?!) and Google knows when they need to be shipped by. It would take ~60 seconds to do some maths that would let someone there know how many devices they are out by, how quick they can get them, and then how long it will take to fulfil orders.

Sorry there is no procedure or plans in place is not a valid reason. Ever. Anywhere
[Nexus 4 General] Nextass4:
As a 1-2 weeker Im actually hoping they process the 3-5 dayers first. Sounds crazy, but its what is FAIR.
[Nexus 4 General] kitch9:
I'm sure they had stock, they just appeared to send them out to those what ordered last instead of those who ordered first and now they don't have stock, those who ordered first get them last and those who ordered last get them first.
[Nexus 4 General] Confused_Cheese:
Well I'm a 3-5 dayer and there was no email, none at all. I'd be surprised if you get one. It takes them about 3-4 days to respond to my emails so they trying to sort an automatic one out would take years :p
[Nexus 4 General] donothurtme:
Guys, would anyone know how to delay a delivery? I'm a 3-5 dayer who only ordered BECAUSE the estimate said 3-5 days. I thought Google had put some thought into it and made corrections after the first mess. Now, for all I know, the phone is going to be here after I leave town on Sunday. I'm only back mid-Jan!
[Nexus 4 General] Matchstick:
Unless you can get your order redirected to where you'll be while you're away I suspect your best bet will be to cancel your order.

Unless the phone ships today with Google paying the extra for Saturday delivery it won't arrive before Monday at the very earliest.
[Nexus 4 General] Bettz:
Cancel the order,apart from that would anybody pick it up from the local tnt depot?
[Nexus 4 General] druggeduk:
I think some people need to calm down slightly.

The 3-5 Day-ers should rightly feel aggrieved, but apart from that I don't know why so many people are phoning customer support when the deadline for their product to be shipped hasn't even been reached yet!

Here is what I think the problem is... First, google aren't in the business of selling directly to consumers - it's not an excuse for poor service, but it is a reason for it. These things take time to set up, and the department who is in charge of inventing the phone, marketing the phone, and then selling it are likely to be all seperate - for all we know the Play Store people would prefer to take months to get a proper distribution chain sorted, but if the big wigs at google decide it's time to launch a new device, then they have to do the best with the time they have. A company like apple already has the distribution set up through years of practice and having hundreds of their own stores.

Secondly, I think there was a genuine problem with some users being wrongly quoted 3-5 days by a system under a lot of stress from huge amounts of traffic. That is a problem that could happen to a lot of companies - it's just unfortunate it has happened to a product which already has had a rocky launch.
[Nexus 4 General] donothurtme:
Thank you for your help. Would it be possible for me to give the address of a friend? I'm traveling half way across the world :P

I reaaaaally don't want to cancel my order :( I've worked so hard to get this phone, and my current one can't even take a call longer than 20 seconds before dying.
[Nexus 4 General] uberNoobZA:
Oo oo oo. I have a theory about a conspiracy on googles part.....

Maybe Google thinks that those that ordered their phones first are ALREADY complaining, and Google cannot do much to help them but they are probably the die hard fans and so will continue to just wait. As long as googe does not delay NEW orders then they will not get MORE unhappy customers, so therefore ship on a last in first out basis.

Yeah that must be it. Omfg I cracked it. So if you want your phone before Xmas, cancel your existing order and make a new order.
[Nexus 4 General] markdavey:
Play Store has just sent me a survey to complete for my last interaction with they CS team regarding the Nexus 4 debacle. Can't believe they're actually sending these out.
[Nexus 4 General] Pottrell:
Hey guys, I'm due an upgrade so I'm after the Nexus 4 (I've got one on 'pre-order' but I'm done waiting really (unless I get the shipping email while I'm writing this)

My questio is, If I was to get the Nexus 4 from Carphonewarehouse, would it be the same phone as users get from the play.store? The key thing is, I'll be on a Orange £26 p/m contract. (But because it's from CPW, it's unlocked).

My main concern is, when updates are available, I'd have to wait ages for Orange to go through them. Would this be the case? Or would the updates be at the same time?
[Nexus 4 General] smadger:
What shipping estimate were you originally quoted when you ordered?
[Nexus 4 General] uberNoobZA:
Its a nexus device. Will be unlocked just like the o2 ones were
[Nexus 4 General] :
Your updates would be the same to my knowledge.
[Nexus 4 General] smadger:
A lot of people are receiving them, with a delay. They are obviously struggling because of the volume.

My advice is follow through with the survey, and remember that if you do speak to the CSR's to take a look here first...

https://sites.google.com/site/nexus4cr/calling-google
[Nexus 4 General] markdavey:
The phone is the same as the one you would get from the Play Store. Pure Google so no waiting for Orange.
[Nexus 4 General] BLADESMAN1889:
Ha Ha - do you see the irony of this ?
[Nexus 4 General] Leo Davidson:
People have no faith the deadline will be met as it has already been broken for one group and some CSRs have quoted things as far out as January delivery for 1-2 weekers.

If it looks like things are going to go wrong, and especially if some company representatives are saying they'll go wrong (while others contradict them, showing things are NOT running according to any plan), then it makes sense to get the company's attention sooner rather than later.

Also: We're a month past the phone's release date. The problems, frustration and lack of communication did not start the day we finally managed to get an order into Google's half-baked system. I may be a "1-2 weeker" but I've been waiting over a month for this phone now.
[Nexus 4 General] ozzrahog:
On a good note my son got his N4 today that I ordered yesterday from 3

Does not help me get mine from Google but at least some good news about an N4
[Nexus 4 General] snowmobile:
People have a right to complain about the shipping mess created by Google. If they had stopped shipping and taken the time to resort orders last week, when people first started complaining, they wouldn't be in the huge mess they are in now.

As a 3-5 dayer I am obviously very annoyed about this whole fiasco. However the 1-2 weekers have a right to be given accurate information regarding the impact this has had on their orders. It's no good them waiting until after 20th December before they realise that Google won't be shipping before Xmas. By then it will probably be too late to source a replacement elsewhere in time for Xmas.

The Play Store retail arm is not new to Google. They have had plenty of time to learn from the mistakes of the Nexus 7 launch and put proper systems in place. Sadly it seems that they haven't.

The users were not wrongly quoted 3-5 days by the system as clearly they had the stock at that time to fulfil those orders. The trouble is they shipped all of that stock out to the wrong customers last week, most of whom were delighted to receive their order 4-5 weeks earlier than quoted despite ordering late.
[Nexus 4 General] gie62001:
Man you need to relax. For one it's just a phone and life will neither end nor begin if it's late one or two days weeks or months. A lot of us are in the same boat as you but being this frustrated will neither bring the phone faster nor generate a refund on behalf of Google for this situation. Just be patient like most of us.
[Nexus 4 General] smadger:
Can you clarify please that you ordered yesterday, and it was delivered today?

Edit: forget that, 3 the network , not 3 the hour LOL :)

Also, please consider registering at the site in my signature if you feel the communication has been bad, thanks!

Quick site update - 36 hour mark shows nearly 3000 unique visitors, and over 350 official registered complaints, I am letting Dan get on with his work during office hours, (I suspect he has lots to do) and will ask for an official update after 18:00.
[Nexus 4 General] redmamoth:
Thanks man! Although on the flip side of that (I'm a 3-5 dayer) and I'd prefer if they processed them in order, as there seems to be some people with 1-2 week estimates that got their order in before me. Or did we establish that was something to do with the time you got it in your basket?
[Nexus 4 General] donothurtme:
Anyone else? How to delay an order without simply cancelling it?
[Nexus 4 General] Xiofire:
Google will do all the delaying for you, you'll have till February. It's a feature....or something.
[Nexus 4 General] sighdroid:
I tend to agree. I'm one of the 1-2 weeker's and I don't think you can really complain until the deadline has passed. Even then, its only a phone, some people out there in other countries have real problems. It is not a life and death situation.
[Nexus 4 General] :
I have just emailed the Play Store again purely to get the automated response and see if the date has changed in any way...

Basically it is still coming back the same - 19th Dec

Note: I am a 1-2 weeker.
[Nexus 4 General] opticon78:
Play store contact

How do you email the play store so that the automated response would quote your estimated shipping? I'm a 1-2 weeker as well.
[Nexus 4 General] donothurtme:
Thank you for the help!

I reckon I'm going to give CSR a bit of grief for this over the phone, see if I can get some leeway considering I've been hounding them to answer this very question and they always responded with a guarantee it would be here on time. I've taken enough s*** from you Google, you can go f*** yourself if you think I'm going to cancel this order. Oh boy am I going to torment you with this :laugh:
[Nexus 4 General] Matchstick:
Message deleted
[Nexus 4 General] :
All I do is to go to Contact Google Commerce on your order in your Google Wallet and then select the appropriate steps leading to the email form.

Enter all details and put any old nonsense in main textarea. Response should come back within seconds.
[Nexus 4 General] WallnutBoy:
Note that if you're in the 3-5 day shipping estimate group, you will not get a response for at least 24 hours. They appear to be simply ignoring the 3-5 day guys wherever they can.

After 27 hours, Laura emailed me with an automated response that had absolutely nothing to do with my question, and completely ignored the one thing I asked for; a delivery estimate.
[Nexus 4 General] opticon78:
So if I can't see anything there... is that bad?
[Nexus 4 General] :
Try this http://support.google.com/googleplay/bin/request.py?&contact_type=devices_shipping_status
[Nexus 4 General] opticon78:
Thanks, automated reply says 19th Dec for me as well. (I still cannot seem to find any link to this page though, but never mind.)
[Nexus 4 General] ant_thomas:
Google Wallet -> Transactions -> Nexus 4 Transaction -> Contact Google Commerce Ltd. -> I want to check shipping/order status -> Contact us via email

http://support.google.com/googleplay/bin/request.py?&contact_type=devices_shipping_status
[Nexus 4 General] WallnutBoy:
And remember that's just two weeks after the initial launch date (4th). It's not a guaranteed confirmation of your shipping. It's pretty misleading of Google.
[Nexus 4 General] Vahndroid84:
another shipping email...in the german thread...

i'm not angry...i'm just excited/worried....
[Nexus 4 General] roblorduk:
Maybe they're delaying in announcing what the issues have been in the hope to get a quick turn around on the devices to UK. Then people will be happy once they know their device is on route. Then taking the spot light off the issues....

Just my two cents...
[Nexus 4 General] Leo Davidson:
All I'm saying is that this problem is more than "will it be delivered within the 2 weeks?", and that unless Google do something impressive I am unlikely to order any device direct from them again. The Nexus 7 and Nexus 4 problems, and the awful customer support & communication in both cases, have put me off dealing with Google for this type of thing. Refunded shipping won't change my mind.

Life won't begin or end based on when the phone arrives, nor will the world change if I decide not to buy another device direct from Google. It's annoying but nobody said it was *that* important. Who is overreacting here, me or you? :)

Waiting until the 2 week window is blown to complain ignores the fact there's already plenty of valid complaints even if the 2 week window is met.

It's also a like waiting until the car you're in has actually crashed before you alert the driver that they're daydreaming and about to hit something.

Telling people to relax won't change anything, either; it'll only make people more annoyed.

Everyone in this thread must care to some degree, otherwise they wouldn't be here day after day, week after week, looking for any hint of reliable information; they'd be happy to get the phone whenever it happens to turn up. I feel that way when I order a £3 book I might want to read one day from Amazon. A £300 phone that I want to use now & regularly, to replace my old knackered one, I care a bit more about.

If you don't care as much, that's cool, and I'm not saying you should be more annoyed than you are, but please don't tell other people how annoyed they should be, or assume that someone being annoyed means they think it's a life or death issue. I can be annoyed at a lot of things at once. :)
[Nexus 4 General] scho047:
hope this can be reflected onto people here in the UK!!!!
[Nexus 4 General] fleonard:
I finally got my phone today but there's something strage.

When I order my phone I check the box to connect my phone to my account but when I turn it on I didn't have my mail already set up...
[Nexus 4 General] ant_thomas:
Just be happy you've got it!!
[Nexus 4 General] jamesj999:
What was your order date/time and original estimate?
[Nexus 4 General] donothurtme:
fleonard, you were a 3-5 dayer if I'm not mistaken? CONGRATS! :D any shipping email?
[Nexus 4 General] WallnutBoy:
If he was, then that's very exciting. I haven't read of a single 3-5 dayer actually getting their phone...
[Nexus 4 General] catlog:
Stupid question, but orders with the Pre-Order status can be canceled, right?

I may look impatient but I am extremely tempted to buy one off eBay at this point.
[Nexus 4 General] donothurtme:
Same! But more than excited, I'm just so happy for him. I don't even know why but I don't care about getting my phone anymore, I've pretty much lost all hope. I'm just so happy for everyone who gets theirs though hahaha :D
[Nexus 4 General] fleonard:
Yep, 3-5 days and I got the shipping mail two days ago...Yesterday tnt didn't find my house so I have to wait today for the phone!
[Nexus 4 General] donothurtme:
So happy for you man. You use the **** out of that phone! Hahaha
[Nexus 4 General] Crundy:
First confirmed 3-5 day recipient?
[Nexus 4 General] smadger:
From what I can tell, yes. From the UK complaints for orders on the 4th Dec.

Congrats!

But I seriously doubt this has any bearing for the rest of us - he received a shipping email 2 days ago, seems like it was an anomaly that slipped through the net.
[Nexus 4 General] jamesj999:
Luckiest man on the planet you mean!

Enjoy your new phone mate :) (not jealous at all :P)
[Nexus 4 General] Nextass4:
Well well well.... the first 3-5 dayer? 1 small shipment for him, 1 huge shipment for us .... lets hope so anyway!