yashsingh1/xdaforums huggingface dataset:
[Nexus 4 General] donothurtme:
Finally, some intellectual/practical conversation on this thread haha.

I reiterate, would anyone like to help me draft up/sign a complaint letter to Google UK once this whole issue is over?
[Nexus 4 General] redrum217uk:
hmmm the 2 people i spoke to about my order took all the details down and said they would update my delevery address no problem. It is yet to be updated though, they did say it might take a couple of days.
[Nexus 4 General] Corvidd:
Has anyone tried contacting Computer2000? I know they might not help, but they are the distribution company in charge of this, after all. They've got to know more than the incompetent Play Store CS team.

Their number is 0871 880 3000

Call centre closes at 6, else I'd have called them, but maybe someone else should give it a go?
[Nexus 4 General] smadger:
Count me in.
[Nexus 4 General] Vahndroid84:
however in us the situation is more critical but, shipping goes ahead everyday. In the official playstore topic, everyday there's someone who receive the shipping email.

Uk and German thread seembs to be on the same situation. No shipping emails from friday evening.
[Nexus 4 General] Confused_Cheese:
Just out of interest, has anyone received a response from a "specialist"? My call from Thursday last week was apparently passed on to a specialist (with an email note stating as such) but I've received absolutely no reply so far.

I also tried querying through the website and again, nothing. All the frustration could be solved just by one simple post on the google blog or play store. It's crazy!
[Nexus 4 General] james_d:
I've been waiting to hear back from a specialist or a normal GP member with an update from a specialist for over a week. This is why I'm not convinced I will get my refund in any sort of quick manner.
[Nexus 4 General] theimpaler:
Similar situation for me.

GP Shipping: 3-5 days. Wallet: Pending. Shipping: No.

Only positive I can take away from this is that at least this thread is telling me I'm not the only one stuck waiting... I'm going to give it a couple of days and then start calling and join you guys in gently complaining! :)
[Nexus 4 General] Matchstick:
Did you pay by credit card ? If so might be worth having a word with your credit card company about getting your money back from them under Section 75 of the Consumer Credit agreement (This makes the credit card company jointly liable with Google for supplying the goods so they can refund you if Google drag their heels)

If you paid by Debit Card there is a system called Chargeback which might allow you get your money back that way but it's not backed up by law like Section 75 so is much less reliable - which is why you should put any purchases over £100 on a Credit Card wherever possible.
[Nexus 4 General] Teeohbee:
Gently complaining, the British way :D
[Nexus 4 General] james_d:
Have just now tried to contact Google Wallet about a refund to see if that makes any difference.

---------- Post added at 02:51 PM ---------- Previous post was at 02:49 PM ----------

It was paid by credit card. Would Google be able to shut down my Google account because of 'non-payment'. I don't want to lose access to the Play Store as I obviously still have devices that need apps and stuff. But it feels as though Google Play support are digging their heels and it's getting very frustrated.
[Nexus 4 General] jvmaniac:
Looking forward to seeing how that goes :)
[Nexus 4 General] WibblyW:
Although repetitive (and I'm guilty too) all the whining, as I see it, is not because of the delays per-se, it's because we were set an expectation of delivery time as one reason why we bought when we did. Google have and are doing badly in this because they set an expectation of a delivery date they are frequently no where near to meeting, and to make matters worse are appearing to bury their head in the sand by not communicating what's going on.

In contrast we get, for example, emails and updates if we want when Gmail goes down for just a few minutes even for only some people. This is what Google customers have been lead to expect from the Google brand and why their current behaviour is such a disappointment.
[Nexus 4 General] jonmorris:
Google isn't much better with their 'support' for other things, whether that's a query about AdSense, Analytics, their web services, Google News submissions etc.

It can take weeks to get a response to simple enquiries, even when it's a service you might be paying for (such as Google Apps for business).

While I think Computer 2000 can't cope with demand, I do think that we can excuse them for the fiasco with people who ordered later getting their units earlier - as that may well be down to the way Google provides the data to Computer 2000. Computer 2000 receives stock, logs it in, then awaits the data on where to send them.

If Google cocked that up, as I'm sure they did (they did with the Nexus 7 too - with many labels being addressed to their Irish office instead of the customer) then Computer 2000 can't do much as they don't know about the orders that haven't been sent on.

That's my assumption based on Google processing the orders online, unless it's actually managed directly via Computer 2000.
[Nexus 4 General] stormyuk:
To be quite honest, google play seems a complete shambles. :)
[Nexus 4 General] Matchstick:
If I'm understanding correctly, you ordered your first N4 back in November, they finally shipped it and charged you for it but sent it to the wrong person, but still haven't refunded you so you've now placed a separate order from the Dec 4th batch ?

If that's true then IMHO Google haven't got a leg to stand on as they should have refunded immediately and there's currently nothing you should have paid for.

Personally I would send Google an email stating that you require an immediate refund or you will be contacting your credit card company, if Google don't respond by the end of the week, then phone up your credit card company and have a word with them.

You don't necessarily have to start formal proceedings to get your money back immediately, the CC company may well contact Google and strongly suggest they fix this before they are made to fix it.
[Nexus 4 General] james_d:
Knowing my luck, not well.
[Nexus 4 General] arnie580:
Under the distance selling regulations, the seller (in this case Google) is required to communicate the delivery time, and inform the consumer if the original date cannot be kept to. Although we've all had an initial delivery date (in my case 3-5 days), this obviously has/will not be kept to and it may be useful to mention this when attempting to obtain delivery refunds...
[Nexus 4 General] newbintraining:
No nexus for me today. This is the last straw... If they don't sort it out before Friday I'm contacting trading standards.
[Nexus 4 General] Xiofire:
Just popping in to let you know that I've not heard anything. 1 - 2 weeker, ordered at 17:08.

I think they will be silent at least till mid next week, where I think delivery refunds will be sent out to the 3 - 5 dayers. They are just holding us at arms length right now, trying to buy as much time as they can, in hope they can actually get the devices out to the buyers. There's no shying away from it, Google have messed this up, lets just hope they learn with their next device launch.
[Nexus 4 General] james_d:
Yes ordered November 13, onto backorder. Then was shipped 28/11 without email notification. Bumper likewise on 29/11. Bumper arrives 30/11, call Google for first time to ask where phone is. On 3/12 phone Google to see if any updates, is escalated to 'special support' which will take 3 business days. Last week numerous calls back and forth without any updates until Friday when an agent is able to supply me with the tracking number of the phone. He believes that TNT have lost the package and therefore Google will refund (not replace) and I will need to re-order phone. Status on number is 'Call TNT'. Do so, TNT agent says after initial scan no more scans and therefore likely missing in the TNT system. They cannot do anything more and it's Google issue to refund me.

On Sunday and Monday I received automated emails from Google to say my phone has shipped using the same tracking code as supplied by the Google agent on Friday. Therefore I checked once again on the TNT website to double check it hadn't been shipped again. Status remained Call TNT. Did so and was put through to someone looking after Google orders. He confirmed what was said earlier that the order had gone missing and it was now in Google's court to provide me a replacement or refund. I was finally charged for the order £300ish today (I believe the timing is related to the shipping emails).

So I called Google today to see about the refund and told once again it has gone to 'special support' and that they still didn't have any update to my issue of a missing device over a week ago.

I now feel stupid for having made a second order on 7/12 as I simply don't have any confidence in Google Play.
[Nexus 4 General] catlog:
I just spoke to Google over the phone and they simply told me it will arrive by the 20th. Last time I called, they said this week...

Well, we're all getting mixed responses I guess
[Nexus 4 General] Vahndroid84:
you're a 1-2 weeks?

edit: i've seen now your sign ;)
[Nexus 4 General] catlog:
Indeed, I am. :p

I've been let down many times in the past week... I get excited whenever I get an email notification, only to find out it's just a newsletter...
[Nexus 4 General] Vahndroid84:
Well...at this point im starting to hope to receive the phone within the two weeks...i'm having a bad feeling...
[Nexus 4 General] Corvidd:
It's times like this I miss being able to go into a physical store to sort things out.
[Nexus 4 General] sidhaarthm:
Nexus 4 Bumper Refund + Status Check

Hi all,

I just gave Google Play a call to follow up on my Bumper refund / and also to check on the status of N4. FYI - I ordered on 04 Dec. 1706hrs, UK. I was told (by Ramon, the CSR), that he has no information on stock levels but can confirm that everything should be on schedule. He said if I don't receive a shipping notification by the 18 Dec, then I should follow up and they'll get it shipped. :eek:
[Nexus 4 General] Vahndroid84:
a few weeks from when? If you are a 1-2 weeker...there's only one week left...
[Nexus 4 General] sidhaarthm:
Yes, you are right. I fall in the 1-2 week category and only have 1 week left. I mentioned in my post that I ordered on 04 Dec, 1706hrs (UK) :)
[Nexus 4 General] Teeohbee:
It seems that 3-5 day people are the only ones not to get a "If it hasn't arrived by [BLANK], contact us again" in any of their correspondence. This whole launch is a crock of **** really. Reflects really poorly on Google, yet not on a large enough scale to reach any major news outlets except Android focused blogs. A shame.
[Nexus 4 General] Vahndroid84:
i mean...if the csr guy told you about a "few weeks" ...but you're a 1-2weeker...then...i'm afraid that they definitely screwed up everything another time...and we are all on backorder like the 13th guys
[Nexus 4 General] Nathtech:
So guys! I see there has been alot of posts today! Whats the latest news? Fill me in please! Cheers ;)
[Nexus 4 General] ant_thomas:
No news! No changes! No phones! No shipping emails!
[Nexus 4 General] coukalamin:
Same here mate. Google has let us down. It's business day number 5 and nothing. Disappointed
[Nexus 4 General] Nathtech:
Dude it says nothing about the 18th decmember in that!? In fact it says you should get it in a few weeks?! Please tell me this is the wrong email..... !!!!!!
[Nexus 4 General] bhoyjd:
More people starting to doubt whether we will get our phones before January, still no reliable information given bad or good.
[Nexus 4 General] stevo_125:
1) Google are useless

2) keep waiting
[Nexus 4 General] Nathtech:
Fantastic news!!! Google sure are an amazing company for real products!

*Sarcasm* :/

---------- Post added at 04:28 PM ---------- Previous post was at 04:26 PM ----------

Sadly i knew this already.

Oh google you are hopeless!
[Nexus 4 General] Vahndroid84:
I can't believe that google restocked the uk store...with at most 30/40 phones in stock. i can't believe it....
[Nexus 4 General] bhoyjd:
9 days till its acceptable to start complaining. That goes for the 1-2 week and 3-5 day customers.
[Nexus 4 General] Nathtech:
Hey guys a tnt van is behind my bus!! Cmon!! Follow me home TNT!! :P
[Nexus 4 General] newbintraining:
Just got off the phone, got some American man who sounded like he had flu, poor bloke, but it seems like they haven't got a clue. I told them I was a 3-5 day'er and he said to look for an email tonight, but really didn't sound confident. He seemed more confident that it would ship by Friday...
[Nexus 4 General] smadger:
Time of order means nothing, it's when it was placed in your basket that matters. My order receipt / confirmation says 17:06 too, but I am a 3-5 dayer. I presume because once it was in my basket I paused for a minute to double check my balance.
[Nexus 4 General] jamesj999:
Not sure how you came to this conclusion...

5 business days = 1 week, we ordered 1 week ago. Device should have left Google HQ today at the latest and been in TNTs hands for a maximum of 2 business days. So all 3-5 day'ers should have their shipping notifications now and should have their devices by the end of play Thursday.

At very least, we should have received some kind of communication from Google to let us know why there is a delay, not just silence. Even those who have approached Google to find out information have been given rumour and hearsay instead of knowledge, which suggests even Google themselves haven't a clue what is happening!
[Nexus 4 General] :
Guys just chill out!

Posting on here ever half an hour wont make your phone appear any faster.

If your phone hasn't arrived by the end of the time Google has quoted you, then and only then you can complain.

I see Vahndroid84 post on almost every page. Yeah its frustrating but its not going to change your life.

Time will go a lot quicker if you don't hang around on this thread everyday, trust me, i did that with the Nexus 7 launch ****-up and it felt like i was waiting forever.

I drop in here every 2 or 3 days for an update.

Hopefully some of us can get postage notifications tonight :)
[Nexus 4 General] Vahndroid84:
by friday :confused: So...if they do not ship tonight...they will all sleep until friday...and then...only then...they will ship your phone :silly:
[Nexus 4 General] smadger:
Wait, have I missed something? Why have the 3-5 dayers have to wait another 9 days to start complaining - I'm not suggesting we do instantly, just don't understand the logic?
[Nexus 4 General] snowmobile:
I don't believe it either. I suspect the number is in the hundreds if not thousands.

The trouble is that most people who already got their phones will be too busy playing with them to come here and tell us about it. Most are probably completely unaware that Google have messed up so badly and they're thinking 'what a great service that was as Google managed to ship my phone super speedy' :rolleyes:
[Nexus 4 General] Vahndroid84:
lol i know...i know...i'm taking this more seriously that i should :silly:

but just beacuse i really hoped to have the phone in London before the 15th. This weekend my mate will come back in Rome wuthout my phone. i'm loosing every hope :(
[Nexus 4 General] shaneZ95:
Haha best post on here for a while nice to see a break in the whining.
[Nexus 4 General] Nathtech:
Here here!
[Nexus 4 General] bhoyjd:
Because people with 3-5 day estimates were lucky to get that time range in the first place. I ordered at 17:06 and got a 1-2 week estimate. I've seen quite a lot of 3-5 day guys who actually ordered after me yet it hasn't bothered me, when I placed my order and saw 1-2 weeks I thought that was a decent result. I understand its frustrating that Google seem to not be meeting the 3-5 day estimate but it was a bit optimistic and when the orders were made most people didn't have hopes of it being actually true (from what I've seen).
[Nexus 4 General] smadger:
Exactly, the comments on this thread are not going to be representative of the wider population and the situation everybody else is in.

But it still doesn't stop the fact that we are told one thing when we buy the phone, then that disappears and all communication ceases between Google's managers and floor staff. I'm still trying to find out what's happening with my money, let alone try and plan for where to get it delivered.

I've been following the thread for ages, and it seems that the majority of 6500+ posts are because people get no info from Google, come here, find out they are not alone, can't get info, are in the dark, and are no better off talking to my 92 Grandmother about it than an actual Google employee.

We cannot be sure of the numbers of devices etc, but it does seem that we are all being offered the same type of service - not by the people on the end of the email / phone, they are just the best they can and are obviously struggling under the volume - and that this is not a representation of recognized standard trading practices.

This is why people are angry.
[Nexus 4 General] Confused_Cheese:
I'm a bit confused why my email says 3-5 days. It went through at 5:06:40 apparently. Next to the buy button it said 1-2 weeks. From the emails I've seen on here sent by google, the one in the email is the supposedly correct estimate.

If there is no change I'll be calling Google tomorrow without much hope that they'll sort something.
[Nexus 4 General] narcist:
This would all be well and good had google not shipped out orders to people ordering 24 hours after, receiving 5-6 week dispatch emails and then getting phones the next day.
[Nexus 4 General] smadger:
It's not optimistic, it's what Google - the supplier / merchant / service provider - informed us, both before and after our purchase. If that has changed, we need to be told. For me this whole thing is not about "when will I get my shiny new phone" (which would be nice to know) but what is happening with my money and account and not delivery.

Also as I've said, it's not about the time on your receipt, it's about time the order was placed in your basket that determines what shipment you got.
[Nexus 4 General] jvmaniac:
Well I did. I'm absolutely desperate atm seeing as I'm leaving the country for 3 weeks this thursday. I feel stupid now thinking of how excited I was when I managed to place an order on nov 13th. Sigh
[Nexus 4 General] bhoyjd:
Yeah that was annoying, however we don't know how big that problem was since we don't know whether the majority of the 4-5/5-6 week orders went through early or just a small few. The information on the spreadsheet isn't enough to be representative of what the hell is going on.
[Nexus 4 General] donothurtme:
Just got through to a nice AND helpful (to the extent that he could be) guy on CSR for once! Poor guy sounded tired.

He had no idea about the stock situation, nor the failure of Google UK to deliver here. Anyway, 3-5 dayer here, Mike told me that everything seems right and it should be with me but it wasn't. So, he forwarded my case to a shipping specialist, who should get back to me in apparently 1/2 days as to why my order hasn't shipped yet.

He even sent me a follow up email! :)
[Nexus 4 General] bhoyjd:
Don't get your hopes up over being forwarded to a specialist, thats been said for a lot of orders and people aren't sure what it really means.
[Nexus 4 General] james_d:
So similar mate. Off over Xmas so decided to cancel my replacement order from the 7th. Will wait till I'm back in the New Year and see how things are then. For now priority is to get the refund sorted.
[Nexus 4 General] ant_thomas:
I'm guessing it's a waste of time since as far as I can tell all 3-5 dayers are in this situation. Since he doesn't know what's actually going on over here in the UK it's no surprise that he wasn't sure why it hadn't arrived yet.
[Nexus 4 General] catlog:
Btw, what is the latest time that Google send out shipping emails?

I'mma go to sleep now. Hopefully, I'll wake up to a surprising email. :p
[Nexus 4 General] Leo Davidson:
Yay, the phone boat is coming! :victory:

Oh no, wait, this doesn't look good... :eek:

Hopefully our phones are well padded in there. This is probably fine. :fingers-crossed:

Ah... awha.... a... NOOOO! THIS IS NOT HAPPENIIIIIIING! :crying: :crying:
[Nexus 4 General] jonmorris:
If it's like my Nexus 7, you might get an email at 4am or similar saying it is shipping and that you'll get it tomorrow.

Then in the middle of the day, the thing will turn up - effectively a day early. Great if you're not home because you had no reason to think it would turn up that day.

Perhaps the emails say 'tomorrow' because Google is working to a different time zone and thinks it will be tomorrow - so I rather hope that when Google eventually does tell me it's shipping, it actually says a date. Not that I'll believe it until it's actually in my hands.

Lack of information is the problem with all of this. How hard would it be to email everyone to explain what's happening. Even those who haven't complained have a right to be contacted if Google knows they're going to be waiting longer - and they can't be unaware of the problems, as this isn't the only place where people are moaning (but even if it was, there's hundreds of people affected).
[Nexus 4 General] timtime:
So today (when it should have been delivered) I received the following response to an email I sent to Google play support last week asking when I should expect my phone:

"Your order has successfully been ordered by you and it is in processing state. Orders are shipped based on the estimate in your order confirmation email. Once an order has been processed you'll receive a second ship confirmation email, after which it will take an additional two business days to be delivered"

This CSR looked at my order and then still had the audacity to claim it would arrive in the time started on my email (3-5days). Wow!
[Nexus 4 General] s4vva:
My Nexus 10 shipping email arrived at 9PM so could be anytime I guess.
[Nexus 4 General] jonmorris:
The best thing to do is stop contacting Google, which will just waste your time and make your blood boil - and just keep refreshing this thread. Eventually, after reading another few thousand posts from others who haven't had their order - the door bell will ring and it will turn up.

Sure, you might miss Christmas and the odd birthday, lose your job for not showing up, have the wife leave you and miss the kids leaving home and getting married and having kids of their own, while you're glued to this thread - but sooner or later, it will turn up. That is unless the world ends on December 21, which Google might be banking on as a 'get out clause'.
[Nexus 4 General] Lawliet:
Well, when we end up in hell, heaven or some purgatory, we can continue to hound Google.

I've sent an email to add to the cacophony, just for fun. 3-5 days quoted here.
[Nexus 4 General] jvmaniac:
I know right? Luck chose to desert us when we needed it most. I really don't know how I'm gonna chase up the refund process when I'm away. They haven't replied to any of my emails. I'm worried that when I call them when I'm back next year, they'll give me some BS excuse and not give me my refund. This has taken up so much of my time, it's not even funny anymore
[Nexus 4 General] :
best post in the whole thread :)
[Nexus 4 General] futuredok:
My guess is orders will be shipping by the end of this week, based on the original delivery estimates made at ordering. There was stock after all for 3-5 dayers, it just got sent to the wrong people. If original shipping was correct, that would mean another lot are coming in this week for dispatch to send out to the 1-2 week orders, and would hope the 3-5 dayers who had their phones shipped to other people.
[Nexus 4 General] sidhaarthm:
His generic email response said a 'few weeks', but on the phone he mentioned 18 Dec (as that is 2 weeks from my order placed on 04 Dec).