yashsingh1/xdaforums huggingface dataset:
[Nexus 4 General] hicks12:
I am livid,carlos on support is a douche sorry but he cant be arsed with anything he wasnt very polite and very unhelpful... I asked what the status was and after 6 minutes of hearing him yawning and me asking is he doing anything he then says im busy... useless bugger and anyways eventually got him to help he says oh we emailed you on the 12th saying it was being investigated and your order is on backorder, I was like no that email is outdated and alot of people have got a system wide email saying sorry and we should get it soon, there is also the fact I said well Dan cobley has also said 3 - 5 days will be processed shortly and he was kicking off who this dan cobley is I informed him he is the MD of google uk and he thought I was bull****ting... what a ****.

In the end he was like well there was an error in the system it shouldnt have said 3 - 5 days delivery it should have been 3 - 5 days after it comes back in stock which IS A COMPLETE LIE, how can 1 - 2 weekers have a shipping estimate yet this is ordered before and the fact 4+ weekers got some of theirs.

Oh for gods sakes I know its petty but this guy has just annoyed the hell out of me, we get news that its ok then I dont get an email my order hasnt moved and support wont help me.... Its so sad I am getting worked up over a phone... finished everything yesterday and was looking forward to getting this phone in the break :(.
[Nexus 4 General] spoonboy:
I wouldn't mind waiting 5-6 weeks if it was FIFO as stated by CS reps. The fact that my friend ordered one a few hours later with the same 5-6 week quote but got it 3 days later is what p*sses me off.

If he can get his so soon, why can't the rest of us?
[Nexus 4 General] vido.ardes:
I REALLY can't understand all these 5-6 weekers cancelling... it said 5-6 weeks when you ordered. You knew 2 weeks ago it would be at least 8th Jan before you saw your phone, so why cancel now?

The words "mob", "bandwagon" and "jumping" spring to mind.

Good to see there is finally movement for those who were expecting pre-Christmas deliveries, hopefully will see mine this week too (1-2 weeker, order date updated in play store). When I placed my order I wasn't expecting to see it till this week anyway, so if it shows up before Friday I will be happy. Just hope the accessories turn up soon. I can't believe there still isn't a dock for the Nexus 7.
[Nexus 4 General] jonmorris:
Having no idea how their system works (as in how it allowed later orders to be processed), it just seems that Google's solution was to re-process every order again. As long as it fixes the problem, I'm perfectly happy and besides following this thread for updates, I'm going to sit back and wait.

I've not emailed Google once, nor phoned anyone to be given some palm-off response. Frankly, I don't think there's anything I can do to speed up the process and, as a 1-2 week customer, I'm still within my delivery time (just!).
[Nexus 4 General] knoxie:
Yes got the email from Google this morning my 16GB order was placed on December 4, 2012 5:07:09 PM UTC, funds pending on my credit card.

I must also add that I have phoned and emailed Google about it last week and they said they had passed my case to a special advisor, now some 3-5 dayers posting on here have not received the email today, get on the phone them straight away.

Not sure about the 1-2 weekers but the 3-5 dayers look like the phones will be here for Xmas, I hope the 1-2 weekers are too
[Nexus 4 General] Deeco7:
An apology is simply not good enough if the fisasco is not resolved and orders are fulfilled. Your efforts are appreciated, however I believe it will go nowhere without the backing of all Frustrated N4 customers.
[Nexus 4 General] jonmorris:
That was annoying for all, sure, but you didn't order expecting to get it within a few days. Of course, there's nothing to say that if they get a large enough delivery (and lots of other people have cancelled) that you won't get it earlier than 6 weeks.
[Nexus 4 General] brainwrong:
I agree. If you order something and are told it will be 5-6 weeks then you can't really spit your dummy out after 2 weeks and cancel your order. I am a 1-2 weeker and it's less than 2 weeks since I ordered so I'm not bothered.
[Nexus 4 General] smadger:
I contacted various news sites last week after we sent the initial letter, none wanted to know (in my opinion) because the numbers were relatively small, and possibly the weekend has something to do with it.

I would also say that point 7 in our open letter regarded future releases, and I'm working on a way we can make sure this happens. So Google, (I'm pretty sure you are watching all of this unfold) please don't let this happen again, we are watching.

But back to the present and it seems like orders in the US that have been stuck in limbo for a long period, are the guys seeing the tracking emails being sent out first - I would say that's a pretty good start - and if this flows logically, we should just be patient whilst they work through the mess.

Dan should also be commended (if he did take charge as we believe) as other MD have ignored this, Germany for example.
[Nexus 4 General] Shaun--77:
can someone give me an example of what was in the emails sent out today? i didnt get one (although i got a feedback email which i thought was shipping:silly:) was i supposed to get one?
[Nexus 4 General] Josh98:
Better be, if not then I can't see how they can't refund shipping for ALL 1-2 weekers, if they're doing it for 3-5 dayers they should do it for all.

Going to be a hefty loss if they don't get them to us before Christmas, either that or they'll alienate their customer base (loyal customers at that) even more than they have already.
[Nexus 4 General] tonybhoy:
i'm a 5-6 weeker and was told 5th january so will wait to se if its fulfilled

EDIT-sorry i am a 4-5 weeker even better

s2 is away to envirofone

motorola razr i is on gumtree

ol faithfull nexus one is getting used just now,so not all bad,was tempted with an iphone 5
[Nexus 4 General] jamesj999:
Quick question guys...

If the shipping notifications DO go out today (this afternoon for example), does that mean they're at the TNT depot at that point?

If so, what are the chances of them not putting my device out for delivery tomorrow and letting me collect it this afternoon/evening? I ask because I work 2 minutes from their depot but my delivery address is an hour or so away and there'll be nobody at home all week...
[Nexus 4 General] hicks12:
Mine was passed on to a specialist which then told me they are investigating the supplier, which then when I ring up today was told its on backorder and being investigated.

Hate carlos with a passion the specialist didnt help me so he just blindly accepts it and refuses to help. I am emailing them again because I want writing!.
[Nexus 4 General] jonmorris:
If the Nexus 7 was anything to go by, I got an email at 3 or 4am saying it was out for delivery 'tomorrow' - which, when I read in the morning, I naturally took to be the following day. It turned up THAT day, so it was as if the shipping email was triggered by TNT having taken receipt of the device.

So, if you got the shipping email at any point between now and the early hours (up to say 5-6am) then you will likely get it tomorrow as they will hand over the devices to the depot drivers around 6-7am to go out and start making deliveries.
[Nexus 4 General] mjb1975:
I emailed via wallet links just to be sure everything was ok. Got a reply saying that my wallet account is closed and i need to upload scans of I D documents to get it reactivated! Argh. I did have trouble adding a payment card but then updated it and got a 'success' message so presumed all was well.

Decided to call them up and, in fairness, they were quite helpful and said that my order was fine, and spoke to someone else in the wallet team who said the same thing. He's even given me his direct email for future reference.

I'm a 1-2 weeker, first guy said end of this week (shipping), 2-3 days via TNT after that. Hmm.
[Nexus 4 General] jonmorris:
I bet if you'd sent them some random speculative text about some feature the next iPhone might have, they'd have done a huge story on it that would have then been re-written for every other tech site and blog in the world!
[Nexus 4 General] smadger:
Guys, please do not "hate" the CSRs, it seems that up until now they have been given as much information as we have. It is not their fault.
[Nexus 4 General] farhie:
Just spoke to customer services as I wanted an idea of delivery schedule as I'll be heading home for Christmas soon so there will nobody at the delivery address. I got a similar response to most, my device is allegedly "being sent to TNT", I asked for a rough estimate for delivery he said Friday this week or early next week. I explained that A) I wouldn't be there to collect it and B) that falls way outside the shipping period I signed up for. Asked for an explanation of the procedure should it be delivered late, not much was said other than we shall look into delivery costs :banghead:

Piss up brewery anyone?

(1-2 weeker)
[Nexus 4 General] donothurtme:
Guys, does anyone know if you need to show photo ID when TNT deliver? I'm not in town until January but my flatmate is :(
[Nexus 4 General] farhie:
Usually they just require a signature from whomever is in at the time, you should be fine :)
[Nexus 4 General] Boeing100:
bit of coverage from CNET: http://crave.cnet.co.uk/mobiles/nexus-4-16gb-sold-out-again-google-working-on-stock-woes-50009994/
[Nexus 4 General] stevo_125:
Same position as me mate, I'm away for 2 weeks as of Saturday....if its not here by then I guess ill be re-ordering for delivery next Christmas :rolleyes:
[Nexus 4 General] NabeShogun:
I think in general you shouldn't hate on the CSRs for being uniformed, it's not their fault what they get told and not told ... but being rude and obnoxious doesn't help anyone and there's no cause to be like that ...
[Nexus 4 General] smadger:
They are also having to deal with a lot of people, high volume of work, give the guys a break - I hope point 5 is looked at :)
[Nexus 4 General] donothurtme:
Thank you farhie! :)
[Nexus 4 General] jonmorris:
So many sites are just writing rather lame, one sided and uninformed, stories based on that email from Dan that is now circulating around everywhere. They still don't actually acknowledge what went wrong, what has gone wrong before and what might go wrong again.. or the number of people affected etc.

To some tech sites, it's all about just churning out a quick story to hit a daily post target and nothing more. The reason so many are suddenly 'covering' this story is because they all re-write stories from each other.

I think I'd like to suggest that everyone waiting for a Nexus 4

DOES NOT

call or email customer services. The responses you get will quite likely be wrong (at best partially wrong) and there's no need to raise the blood pressure unnecessarily!
[Nexus 4 General] shaneZ95:
What is this email some are saying they have received from Google ?
[Nexus 4 General] munkimatt:
Couldn't agree more with this. At the end of the day everyone has an update from the very top point of the Google food chain which clearly stated the next steps.
[Nexus 4 General] basilmalaise:
Funny that. I just sent them an email broadly saying "Thanks for working weekends and nights - it is appreciated", and they replied with the standard stuff - obviously hadn't bothered to read it.
[Nexus 4 General] smadger:
Not quite true, there are others picking up the fuller picture...http://www.androidgenus.com/news/the-nexus-4-debacle-google-speaks/

It's just taking time to filter through. I'm also trying to get in touch with the sites and let them know all I can.
[Nexus 4 General] jonmorris:
I did say some. I won't name the usual suspects (partly because I know so many of them!) but it's a necessary evil these days for websites that are measured by page views.

It's far more likely that the smaller, more specific, blogs will report in more depth as they probably care more about what they're publishing than a site just churning out a quick story to meet a 'new story every nn minutes' policy.
[Nexus 4 General] hicks12:
Im not hating on the general support staff, I am hating on Carlos I can understand bad information I was extremely polite in the call and yet all he would do is never confirm anything continually yawning over me and being extremely sarcastic when I told he what I had been told, he essentially called me a liar for saying that Cobley had stated we are being processed I just want an update, he was extremely sarcy and told me this isnt true and that the order is on backorder and will never know when I will receive it.

That is what annoys me, I had hopped they would say something like oh your order was missed now its on the system Lee no worries back on track or at least say Sorry lee I really dont know who this dan cobley is and the status I am seeing here is different, I really cant do anything else. There is no excuse for being rude, they get paid to be CSR and I know in my job when its been a long day I dont get snappy at customers, its a common courtesy!.

I just want a payment set to my account because atm I feel I will be in limbo... everyone else is getting charged bar me >.<
[Nexus 4 General] scho047:
i think i also spoke to someone called carlos this morning and was disgusted with his attitude! i actually made a comment here about 630am ish!

he so does not want to work...

USELESS!

not trying to put anyone down... but just absolutely and utterly useless!
[Nexus 4 General] smadger:
I understand, but would say even though things are happening, give them a little time, It would appear that they are doing things, but we do not know how or it what order.

And I also work in Customer Services, and I have seen the most patient and polite people loose it talking to customers if they are put under pressure. Not saying you're wrong, just another side to the story :)
[Nexus 4 General] DesolateEgo:
Yeah that's ridiculous if that's how he spoke to you. Not how support are supposed to do their job. I'm also a "1 to 2 weeks" customer and haven't been charged yet. Quite disheartening.
[Nexus 4 General] bitsik:
email from google.

From: Google Play <googleplay-device-english@google.com>

Date: 17 December 2012 08:14:42 GMT

To:

Subject: An update on your Google Play order shipment

Reply-To: googleplay-device-english@google.com

We are reaching out to you with an update on your Nexus device order that experienced a shipping delay.

We can confirm that your order is now in process for fulfillment. You can expect an email notification early this week which will include tracking information.

Please note that your order will be charged in full when it ships. As a courtesy and to thank you for your patience, you’ll then receive a credit for the shipping charge .

Thanks again,

The Google Play Team

© 2012 Google Inc. 1600 Amphitheatre Parkway, Mountain View, CA 94043

You've received this mandatory service announcement email to provide you with important information related to your purchase from Google Play.
[Nexus 4 General] Shaun--77:
hey are you a 3-5 dayer or 1-2 weeker? and guys i havent got one of them???? shall i call up?
[Nexus 4 General] roblorduk:
Sit tight and wait for 24hrs or so I'd suggest.
[Nexus 4 General] Nathtech:
Any news yet?? Anyone got shipping emails or anything?
[Nexus 4 General] Shaun--77:
oh i just read "which experienced a shipping delay". mine has not as im a 1-2 weeker
[Nexus 4 General] tom619:
Check it out guys http://www.guardian.co.uk/technology/2012/dec/17/nexus-4-delays-apology-blame
[Nexus 4 General] cchaos:
No email for me. Im a 1 -2 weeker.

Really hoping that the 3 - 5 dayers from 4th December start getting their orders shipped soon! As for anyone from the 13th November!
[Nexus 4 General] Harv.!:
Cool, never thought it would get picked up by a major news organisation...I get the feeling maybe some people at the Guardian are waiting for their nexus 4s too.

16gb ordered 04-Dec-2012 17:09:23 GMT, 1-2 weeks, no new emails today...I did get a customer survey at 3am. ( I went over the 500 character limit when describing how bad they were, so i had to hold back a little, lol).

If TNT don't deliver tomorrow all the 1-2 weekers will get their £9.99 delivery charge back I guess ?
[Nexus 4 General] bitsik:
I'm a 3-5 dayer..
[Nexus 4 General] dunkyb:
I got fed up at the delays, so popped into three and picked one up there (I was on the One Plan anyway, so it's actually cheaper).

Of course, Google then wouldn't even confirm receiving a cancellation request! Overall, it's been terrible customer service!

Oh, and the phone? It's awesome, amazing piece of kit. And small things like instant access to the camera from the lock screen are just so well done!
[Nexus 4 General] dave83uk:
I got an email of 'Carrie' from Google play support team 00:08 15/12/12 stating:

"The estimated time period is 5-6 weeks due to the Nexus 4 being on backorder because of high demand for the device".

I have called them today as I am on a 1-2 week estimate so was sincerely hoping it wasn't getting pushed back to 5-6 weeks.

The person I spoke to did not know "Carrie" and could see no record of that email being sent???

He has confirmed however, had my order been on backorder it would show as "Held" in his system. It does not, instead it shows as "Sent to manufacturer" and he has said it will definitely ship on the evening of 19/12/12.

Now we all know that the customer service reps can give all sorts of contradictory information, however this is the first time I have been assured of a definite shipping date.

So fingers crossed.........:fingers-crossed:
[Nexus 4 General] Shaun--77:
I hope we get our nexus 4's in time for Christmas:fingers-crossed: i am actually looking forward to getting this more as i have been using a nokia 2330c because i sold my s3 too early
[Nexus 4 General] coolius:
Great news for 1-2 weekers light me :D
[Nexus 4 General] farhie:
I'm in a similar position, sold my S3 got so frustrated with the Nokia brick I replaced it with that I went out and got a desire c to see me through.
[Nexus 4 General] jonmorris:
The best written version so far, but still doesn't seem to have referred to this thread or the site for reporting issues, which would (even without reading every post!) have highlighted JUST how bad the problem was.

Still, at least it has attacked Google a bit more than allowing the blame to be deflected on LG - and might just prompt some action in the future. I am sure Google will be more worried about what a national newspaper says than anyone else.

And it all proves my point that if Google had not said anything, it wouldn't have been reported. Everything is built around the one statement by the MD, rather than a story highlighting a problem and then seeking answers from Google - no, they weren't interested at all then. Thank goodness for this forum and the members here who actually made the story in the first place.
[Nexus 4 General] ant_thomas:
It's highly unlikely they're going to refer to a thread on a forum.

Especially one full of speculation, "OMG where's my phone" "CSRs are ****" etc etc
[Nexus 4 General] spoonboy:
Surely the point is that it is getting publicity and putting Google in a bad light? You'd like to think this will prompt Google to do something to fix that.

Totally agree with the not contacting CS thing.
[Nexus 4 General] wooger:
Well, I'm just worried now as my orders haven't had their date changed, and I ordered before lots of the people whose were (5:06, 1-2 weeker). Have I been forgotten, time will tell.

Sadly my order is coming to my office, which is closed from the 24th for a week...
[Nexus 4 General] Shaun--77:
well at least someone is or was in a similar position!!! i can wait but i neeeeeeed a phone before christmas, i just do :(
[Nexus 4 General] jonmorris:
Not the thread itself perhaps, but why not the forum? In fact, this very forum is referenced frequently - just like the BBC and others often quote other tech sites when reporting on stories. It adds credibility and shows they've actually done some research. The BBC is just as likely to link to the thread too.

Basic journalism; quote sources and do some research. I think the Guardian has just about got the balance right, even if it has slipped in some other attacks on Google, but the other tech sites seem to have merely written a story that took the reply from Dan and wrote a story around that - speculating on what the problems were without actually realising or caring.

Anyway, smadger has already commented on the Guardian news story I see! I am sure the BBC will pick up on it in due course, perhaps if smadger fancies contacting them. I bet they'll give this site some credit, as they generally seek to get both sides to a story.
[Nexus 4 General] Shaun--77:
Can i just ask how would you know your device was on back order? :confused:
[Nexus 4 General] jonmorris:
Having now appeared on the Guardian website (and by someone who is pretty well respected, namely Charles Arthur) I do think Google will be taking things even more seriously.

I just don't want to see that the press only wrote about it because they picked up on the wires that the MD had apologised for something, which blamed LG and was written in a way to make out Google did something heroic because of the incompetence of others and, somehow, out of their control.

That will rewrite history and make Google look like victims and us like a bunch of moaners who should cut them a break for working so hard for us. You know, like Apple would.

I am willing to give Dan the benefit of the doubt and believe that everything he said was in good faith, but I don't want this story to just die when we all get our devices. We need to have a continued relationship with Google to know that - next time around - when we want to order the next amazing tablet, phone or accessory (or just a case or dock!!) that we might actually have some way of knowing when we're going to get one.. and if we can pre-order, back order or get information from the site.

The tech sites are just reporting what we already knew. I want to see the site/person that actually gets the golden goose - some sort of official statement on policy for the future. And I rather think it will be someone here, like smadger, that will get this first.
[Nexus 4 General] smadger:
I'm going to see exactly what happens in the next 24 hours or so, and then get back in touch with Dan. I think that is fair to all parties involved as they are obviously working on the problem, I just want to see how far we get before making any wild comments.
[Nexus 4 General] :
Not sure if this has been posted as I have been reading pages since early AM this morning and not noticed.

Anyway... TechCrunch picked up on this too http://techcrunch.com/2012/12/17/nexus-4-shortage-problems-due-to-scarce-and-erratic-supply-from-lg-google-exec-claims/
[Nexus 4 General] mark_glh:
Mine too, we close from this Friday so I'm hoping it comes before then. Otherwise I've gotta cross my fingers the depot will let me have it without having to prove my address (because I don't live in the office :P)
[Nexus 4 General] Tank-Montana:
Just rang CS about my Nexus 7 order and he informed me that the devices were sent to TNT on the day of purchase (13-12-2012), however, if I haven't got my tracking email (which I haven't), this means TNT haven't put them out for delivery to me. He said I should receive them by the end of this week. At the moment this is showing as "Pre-ordered", "Pending" and was 3-5 days.

He also (without even prompting him) mentioned my Nexus 4 order, for which he said I'll either have it by the end of this week or Monday of next.

So, some orders might actually be with TNT already, just not yet ready for delivery to us.