yashsingh1/xdaforums huggingface dataset:
[Google Pixel XL Guides, News, & Discussion] sitnlow4life:
I preordered 32gb Black pixel XL the minute it was announced on the 4th.

Everything went through fine and I got a confirmation email of the order.

Then I notice that there are no funds on hold in my account .

I think nothing of it and figure they will hold funds when it ships .

Fast forward to Monday the 17th .

I call customer service to inquire when I should receive my phone and why there isn't a hold on my bank account for the funds.

They tell me that I should receive the phone between the 26-28 of October .

And that I will be charged when it ships.

That my order is processing and every is fine .

Last night I get an email from Google saying that my order has been cancelled.

It states to reason as to why ....

So I call customer service , they tell me its a billing issue and transfer me to google wallet .

We verify that my billing and mailing addresses match and they do .

Next we get on a 3 way call with my bank to see if their were any declines from their end .

Once again nothing , the bank has no record of google ever making any attempt to charge it hold funds.

The customer service representative from wallet says " well everything looks fine , so you should go ahead and place an order again "

I said to them it's sold out , how do you want me to do that .

They had no answer for that .

Then she transfered me to the ordering department .

I went back and forth with them about what took place , they escalated it to a tier 2 person , in which they told me to join the waiting list .

This is complete bull**** , they canceled my order for no reason and now I have to get on a waiting list for a phone that i ordered and got confirmation was shipping next week .

What can I do at this point ?

Thanks
[Google Pixel XL Guides, News, & Discussion] jasbur17:
That sucks. One thing to try is pleading on twitter. Many companies hate when you make something public on social media so you may get a better response.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
Same thing happened to my order. Came in to work today to the cancelled order email. Contacted them via phone and chat and was told something happened in the system and a bunch of orders got cancelled and that there was nothing they could do about it. Absolutely ridiculous! Having ordered over two weeks ago only to get on a wait list now and probably not get the free VR headset!? Really wish this was a regular retail store so I could take my business elsewhere.
[Google Pixel XL Guides, News, & Discussion] sitnlow4life:
I was on the phone with them for an hour .

Do you feel like they can make this right at all ?

Going to call again today after work , they need to do something here
[Google Pixel XL Guides, News, & Discussion] Mickle187:
So far it doesn't seem like it. All I have been told is that I need to get on the wait list. That is unacceptable as it looks like it will push the order out 1-2months and we would be screwed out of the VR headset. I just called back myself to try talking to someone else or a manager if needed. They said they had to check on something and they would call me back in 5 minutes (we shall see if they do).

The only acceptable resolution for me is for them to reinstate the order and get it shipped out soon as well as still providing the codes for the headsets . After committing to spend over $1600 with Google for two phones I think that is fair on my part.
[Google Pixel XL Guides, News, & Discussion] frch0603:
If you are getting the 32GB, it often goes back on sale multiple times a day. I say 1/3 times I checked the 32GB is available, the 128GB is the hard one. Just keep checking and you will be able to order another one. I used their financing, that might help too if you can, don't have to deal with another bank. No reason not to at 24 mo, 0% interest. Saves yourself a tiny bit through the time value of money.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
I used the Google financing and the order was still cancelled! I have 3 different email addresses set on the wait list since I am trying to get 2 phones. I am constantly checking to see if I can grab one. If I can get an order in for two by tomorrow I will be satisfied. Not happy, but satisfied.
[Google Pixel XL Guides, News, & Discussion] bazofia:
You will get a hard inquiry in your credit report, that was the reason I didn't finance.
[Google Pixel XL Guides, News, & Discussion] frch0603:
Ya, you think they would just force an order in, even if they have to add it to the next batch, just put it in reserve.

---------- Post added at 07:39 PM ---------- Previous post was at 07:33 PM ----------

Yes you will, that is the only down side, so make sure you have no problem with your credit being affected by that.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
I just called back again and pressed the issue. They finally escalated the issue but this just means they emailed me to tell me I would hear back in 1-2 business days. I made it clear that this defeats the purpose as by then the preorder is over and I loose the headsets.

Not holding my breath here though.
[Google Pixel XL Guides, News, & Discussion] sitnlow4life:
That's where they left off with me last night.

Escalated and awaiting an email ... Meanwhile the phone launches at best buy and Verizon tomorrow.

Really weighing out my options at the moment to make sure I don't left in the dark.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
yeah, really blows. I don't want any other phone but really need a new one. I really don't want to buy from VZW or anyone else with their fingers in things. Worst case I wait until they are available again but I am still going to be very bitter about being screwed out of 2 VR headsets.
[Google Pixel XL Guides, News, & Discussion] flex360:
google pre order system works backwards.
[Google Pixel XL Guides, News, & Discussion] Reely:
Same thing happened to me today at 3pm. I had google finance and pre ordered the phone on October 4th and all of the sudden it got cancelled.
[Google Pixel XL Guides, News, & Discussion] jjayzx:
There seems to be a lot on canceled orders on here alone. I wonder if it scales up with everyone that pre-ordered? If it does, could it be google canceled random people due to low supply?
[Google Pixel XL Guides, News, & Discussion] thafngame24:
Does your order show cancelled in the order history on Google store website?
[Google Pixel XL Guides, News, & Discussion] Reely:
Yes, it does. :/
[Google Pixel XL Guides, News, & Discussion] madmaverickmatt:
just a heads up. I called Google the other day to ask about the pre order promotion. I said specifically that I wanted to take advantage of it but was afraid that I would miss it because the window was closing.

The rep from Google told me not to worry that "no matter when you order, if you get this phone, you get a headset".

Verizon seems to be doing the same thing. I called them and they gave me a promo code over the phone they said you just need to activate a phone to use the promo. Doesn't seem to matter when you buy.

I think it was setup this way just to build hype.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
It definitely isn't everyone. I have a buddy who ordered one the same day and he also financed with Google. His order has not been cancelled as of now. Granted he did get the regular Pixel so maybe it is related to the XL only?

They claimed to me on the phone that two nights ago at 3am something happened and the orders had issues/got cancelled and that it happened to many orders.

---------- Post added at 01:21 PM ---------- Previous post was at 01:16 PM ----------

Interesting. One of the people I spoke to said that the promotion was ending at midnight tonight. Another one simply said "as long as the promotion notification is on the website, it is active". The last person I spoke with who escalated it to 2nd level told me that, while she couldn't guarantee anything, in the past they have given vouchers to make up for it if the promo is missed due to this. Interesting that this same type of thing happens each year with the preorders...
[Google Pixel XL Guides, News, & Discussion] Mickle187:
I wish us luck! Seeing as they don't have the stock of the phones I'll be surprised if they continue to offer the headsets. I'm especially pissed since I did pre order on the 4th.
[Google Pixel XL Guides, News, & Discussion] madmaverickmatt:
lol, my thoughts exactly
[Google Pixel XL Guides, News, & Discussion] Mickle187:
I would gladly accept a Google Home in place of the two headsets that I was supposed to get. Maybe I can talk them into that. It's cheaper for them too!
[Google Pixel XL Guides, News, & Discussion] madmaverickmatt:
lol, ill take any free stuff. I think when All was said and done that I made money on my GN7 lol
[Google Pixel XL Guides, News, & Discussion] diablopants:
Wow.

The SAME exact thing happened to me.

My timeline of events.

1. pre-ordered a pixel xl from google store within the FIRST 15 minutes the pre-order page was up.

2. Did it through google finance.

3. Everything was gravy

4. I call google store support to check on a live case for my 6p that was late and to make sure my pixel order was going to go through ok.

5. Assured everything was perfectly in line.

6. Expected delivery date was Oct 26-28

7. I check my gmail on the 17th, and I have an email saying my order was canceled due to "could not verify billing or shipping information"

8 I contact google support, they say there isn't anything they can do and I need to talk with google financing (synchrony)

9. I contact google financing and they say there isn't a problem

10. I contact google support and they say I need to re-order and join the waiting list.

I am so damn frustrated and out of will power to pursue this issue any further.

Everyone understands my problem and there isn't anything anyone can do about it.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
Welcome to the club! I find it completely insane that hey can't re-activate the orders or at least get us an order in. Simply getting on the waitlist when they know the issue was with them.

I explored going the project fi route but not only can you not use the google financing that you already have (you have to reapply) but if you use financing you need to stay with fi. I have a better deal at TMO so I don't want to switch (or have another hit on my credit). If I was able to buy outright right now that option could work because their site says they have the XL currently.

I have been fuming over this for two days straight now. I am 24 hours in the the 24-48 hour window I am supposed to hear back from 2nd level support. I don't expect much from them though. Meanwhile I keep refreshing the store page hoping to see it back in stock.
[Google Pixel XL Guides, News, & Discussion] diablopants:
UPDATE: Ok, i lied. I pursued the issue a little further. Here is the chat I just had with a google store lady after explaining this is happening to other people as well...

Google Support: currently our engineering team is working on this issue.

I wish I can help you more on this, but all I recommend you is try updating the payment and the shipping information on payments.google.com and try placing an order.

Also I'm going to escalate this case to our higher support team and I'll get back to you within an update.

Me: ill give that a shot...but I am almost certain ill be moved to the back of the line and I might get my device 1-2months...assuming my order isn't canceled again for no real reason

but I understand you're doing everything you can.

and idk if this is worth anything, but here is a thread on XDA about users having the same exact issue as I

http://xdaforums.com/pixel-xl/how-to/google-canceled-reason-t3483511

Google Support: please be assured, it won't take that long to wait. You'll receive your device as soon as possible, our warehouse team is really working hard to refill the stock as soon as possible.

This is an on going issue and our engineering team is working on this and there should be an alternate for customers like you, who's orders were cancelled.

Me: awsome. thanks again and ill be looking forward to an update on the issue
[Google Pixel XL Guides, News, & Discussion] Slicktune:
Mine got canceled aswell... Not because it was accidental but because i wanted to....?
[Google Pixel XL Guides, News, & Discussion] sitnlow4life:
So it has been 24-48 hours .

No contact from tier 2 support , no phone call and no emails.

Complete bull**** !

Good luck to everyone else
[Google Pixel XL Guides, News, & Discussion] sick_DMP:
I went back and forth with 3 different support team members and my "issue" has been "escelated" to tier... whatever. But, I kept telling them the entire point of preorder was to ensure that I still get my VR headset and they assured me that I would still receive the headset. I don't believe any if this BS at thus point. I don't remember any of these issues w/the 6P. I was really upset w/the support team b/c when I asked for a supervisor I was told that I didnt need to speak to a supervisor. From that point on I ONLY wanted to talk w/a supervisor. What kind of CS tells its customers they dont need a supervisor?
[Google Pixel XL Guides, News, & Discussion] sulpher:
This threads really bumming me out... they didn't put a hold on my card either.. just waiting for the cancel atm.. says "pending" still.
[Google Pixel XL Guides, News, & Discussion] armandocorti:
The status of yor order in Google Store was pending or processing?
[Google Pixel XL Guides, News, & Discussion] Mickle187:
Soooooo frustrating that the 5" Pixel keeps coming back in stock but not the XL. I am torturing myself by constantly checking the store while I am at work.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
Half of the answers here are just canned statement as I heard many of the exact same things. Like eagerness to get your hands on a super-smart phone.

No, that is not it, we are upset because you didn't notify us of an alleged problem and just hung us out to dry! I am about at the end of the 48 hour window I was promised a response from escalation as well.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
I too am now passed the 48 hour window in which I was promised a response from the "product specialists". I responded to the email confirmation that I got and also had another useless chat with someone. I was only told that there is not a solution at this time and that the technicians are working on it and will get back to me as soon as they can. Once again told to place the order again, followed by telling me that it is out of stock. Good thing they told me to place the order again, like that is even the tiniest bit helpful at this point.
[Google Pixel XL Guides, News, & Discussion] badbradd2:
Black - 128GB appears to be available now on the Google Store with 3-4 week ship time. I'm on the fence...do I want to wait that long? I had the Note 7 but had to trash it in an airport trashcan, so I'm kind of in a hurry to replace it.

Update: Silver also appears to be available.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
They are available again! Order order order! Too bad the delivery date is a month later than the original order... but at this point I'll take it. Now to see if I will still get the headsets.

PS the order still says preorder so hopefully the headsets will be included
[Google Pixel XL Guides, News, & Discussion] sitnlow4life:
Anyone get this email ?
[Google Pixel XL Guides, News, & Discussion] Mickle187:
I didn't want to wait that long to get it but there really isn't another phone that has what I am looking for (or that I like). So, I am left with just waiting for it. That sucks that you had to ditch your phone. I'd have put it in a locker or mailed it back home so I could return it for the refund.
[Google Pixel XL Guides, News, & Discussion] badbradd2:
The Verizon version if the Pixel is available right up the street from me but I am on T-Mobile. I've seen others use the Verizon phone with T-Mobile sim card but am concerned the Verizon model doesn't contain ALL the bands the Google version does. Anybody know anything about whether both phones have the same radios/bands in them?
[Google Pixel XL Guides, News, & Discussion] theo28:
I got this too. Don't know if I should trust them after this fiasco. Will this even work? At this point if you order, the latest you would get your phone is Nov end and 4 weeks later is Dec end when the date to order Day Dream expires. I doubt it would be even available then! Sigh, Google played us.
[Google Pixel XL Guides, News, & Discussion] sitnlow4life:
Had to order from Fi , couldn't wait for them to respond .

Verizon would not sell me a phone , I asked on October 4th when they posted it on their site for preorder .
[Google Pixel XL Guides, News, & Discussion] dwkick:
What is a hard inquiry? Doesn't sound good. I used Google financing. My credit should be pretty good. Haven't checked credit score in a while
[Google Pixel XL Guides, News, & Discussion] bazofia:
Calculating credit scores is a complicated process, hard inquiries are created every time a new credit line is requested. Lenders don't like people with too many hard inquiries over a period of 24 months, this usually drives your credit score down.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
I will never buy another phone from VZW. I am on TMO as well. It should work with a sim card swap but you are still stuck with VZW getting in the way with bloat and updates. They have said they will not hold up the updates but I got burned bad enough from them on the GNEX so I will never trust them again.

I finally heard back from 2nd level support (5 days later when they said 1-2) with a still very generic message:

"Apologies for the delay and inconvenience you've experienced with your order. We have identified an issue which is causing some orders to cancel or incorrectly show that the payment is declined - our engineers are investigating but we do not have a timeline in which this issue will be corrected.

In the meantime you can find some of our devices available for sale through third party retailers and carriers by visiting madeby.google.com, and as soon as we have more information regarding this error we will send you an email with more details.

We also understand that would like to receive your Daydream View that was available during presales. We're also taking this into consideration and will do our best to make things right. As soon as we have more details we will send a follow-up email with more information.

We are working hard to make sure that everyone who was impacted is contacted and we will be sending a separate email over the next several days.

Thanks,"

I responded and told them that while I did get a new order placed but was still upset that I will now not get the phone until a month later than expected. Also that I still want to get my headsets.

I explored the Fi ordering but that doesn't work unless you are buying outright. If I was only getting one phone that would have been fine but I didn't want to spring for $1600 outright. If you finance on Fi and cancel the service you need to pay the rest of the balance for the phones. Reasonable, of course, but not good for me.
[Google Pixel XL Guides, News, & Discussion] whodatfan:
You think that's bad, check out the timestamps on these two emails.I was an Oct 4th preorder. I also was cancelled and have called every day since the 18th destroying them about this and making sure they prioritize my issue. I didnt get that email posted, but was emailed about new stock with a link to purchase another Black XL 128. Question is, are we the cancelled crew gonna get expedited and VR honored, or are we waiting till the 25 of Nov? Mine says preordered, but there is a pending charge on my synchrony account and the balance reflects it. What a rollercoaster of BS we are on.
[Google Pixel XL Guides, News, & Discussion] diablopants:
Same exact thing here.

I got an email on the 21st saying ''the wait is over order now''

I went ahead and RE-PRE-Ordered my 32 GB Silver XL.

It now says ''preordered''

There is also a pending charge to my google financing account.

In the email I received after making the purchase, it says ''You will not be charged until your order has shipped.''

So...it shipped and is on its way?

I don't know how to trust anymore.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
This is where I am at but unfortunately a pending charge is not the same as actually being charged so I assume it has not shipped. Once the charge has posted then yes, but not until then.
[Google Pixel XL Guides, News, & Discussion] diablopants:
wooooo! November 23rd it is then!

Until then, I'm going to whine and complain.

The only thing that would make me happy, even if i have to wait a month, would be free google swag.

Hook us up with Google home and a chromecast.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
haha, yeah, me too. I am still going to hound them to try and get it expedited and also to make sure I get my free stuff.
[Google Pixel XL Guides, News, & Discussion] sulpher:
Well these assholes spent 5 days telling me my order was fine and not to cancel and reorder (they still had stock until about 3 days ago), and today the shipping day they decided to go ahead and cancel it.

WTF?
[Google Pixel XL Guides, News, & Discussion] diablopants:
welcome to the club, bub.
[Google Pixel XL Guides, News, & Discussion] sulpher:
Man thats freaking depressing.. I should have ignored them and just kept canceling and reordering until the order worked right... but noooo they talked me into believing them that everything would work out by shipping day. I just spent 20 minutes talking to their supervisor about how they are intentionally misleading people...

Joined the FEOWJFWEJFEWOFJing waitlist... you win google, I'm thoroughly subjugated... I'll keep jumping through your hoops for your special little device.
[Google Pixel XL Guides, News, & Discussion] whodatfan:
Lol. Solid rant. 10/10
[Google Pixel XL Guides, News, & Discussion] rester555:
I wanted to share my experience guys. I ordered my phone on October 5. I got the Pixel XL black 128GB. The confirmation e-mail said I would receive the phone on Oct. 21-Oct. 24. I used Synchrony (Google Finance option) and I signed into my bank account and it said that the account was in good standing.

Fast forward to today (Oct 24 was the last day for it to ship to me), my account still says pending. They didn't cancel the order thankfully. I did talk to the Google Store reps and they said that there was a problem with my bank when I asked why my device didn't ship yet. I called Synchrony and told them my order was pending and they said nothing was stopping them from sending the funds to Google. I went back to Google support and they said that the device was low in stock and they have a tool issue when ordering.

So their tool is busted when it comes to orders and they are low on volume so I have to wait until they get more stock for my order to go through. They gave me no new ETA and I have to wait until my order goes from "Pending" to "Shipped."
[Google Pixel XL Guides, News, & Discussion] arcanexvi:
Internally apparently the system is killing orders at random. When I talked to Fi support yesterday they said an e-mail blast had gone out to them earlier in the day letting them know that there was an issue with the ordering system and engineering was looking into it. She said that they have inventory set aside for those affected and we should get an e-mail from google this week detailing how to proceed. I had to get up to higher tier support to get that info and she was very apologetic and sorry that there was nothing she could personally do since the ordering system itself is the problem.
[Google Pixel XL Guides, News, & Discussion] Mickle187:
I got a response from support in regards to my email back to their original generic message above. They literally sent me the exact same email again. :confused: I wonder what their definition of "next several days" is...