[Nexus One General] chordmasta:
I ordered a replacement AT&T Nexus One on Monday 6/7 at 8:00 am.

I received no confirmation email, just one stating that my card had to be authorized, etc. The funds ($529) almost immediately went on hold from my account. I called immediately following the order, stating that I hadn't received a confirmation for the new device/shipping label for the defective device. She said "We're about to switch over our system, so I'll push it through manually. You should receive your Device and shipping label within 24 Hours". Great, I said.

This morning, I woke up and still nothing. No shipping label. I called again. Spoke to a different HTC rep. I told her I hadn't received the confirmation etc. She said the funds were awaiting authorization. I explained that they had been authorized, just not updated on there end. She checked and saw that, talked to a supervisor, and "pushed the order through". I should be "receiving the shipping label within 2-3 hours and the device within 24". Great, I said.

3 hours later, no shipping label. I called again. This time, I talked to a seemingly more savvy rep. He told me the same, the funds were awaiting authorization. I explained that this was the third time I was calling about this. He placed me on hold for a few minutes, came back on the line and said, once again, "I've pushed it through". I told him that the last two reps said the same, to no avail. He kindly placed me on hold again. When he came back, he said "I've given the order priority and escalated the situation. You should receive your device within the next 24 hours".

I REALLY wanted to believe him. I couldn't.

3 hours later, I called back and spoke with another rep. This gentleman was clearly a smart guy who had it together. I told him the situation. He reviewed the action taken by the last three reps and said "I just dealt with this same type of situation on my previous call". The real story came out.

Apparently, HTC/Google screwed the pooch.

They've "switched over to a new system", meaning everyone who purchased seemingly within the last week has been left in "Order Limbo". That's right folks, HTC has my money and my phone. Not only did they neglect to warn customers that they were making this switch, they also didn't notify their CSRs (customer service reps). This man actually called the texas corporate office to get to the bottom of the situation. He was extremely kind and helpful. He had told me about the previous customer who had ordered and not received. He was headed to Kuwait with the army. I told him my situation wasn't quite as dire, as I was just using an old, broken G1/Dream in the meantime. He snidely remarked "that sounds worse than Kuwait to me". I chuckled, but wanted to move on to the bad news.

He said it is totally out of his hands, he'll make the notes on my account. He explained that several orders were placed in this 'Limbo" period. They are apparently stuck in the "awaiting authorization" phase of the process. The must be MANUALLY PROCESSED by the Texas corporate office. He said they're begrudgingly giving him "24 hours or bust" till shipment. That means that not only will my $529 Nexus One not be delivered next day, it won't be delivered the next day, or the next day, or maybe even the next.

HTC, Google, I love you. Please don't screw this up any more. Please provide some sort of fix for the faithful customers. Your product rocks. Your service reps are extremely kind and attentive. Your system is, apparently, a mess right now.

I should not suffer because you have made the mistake of switching over your "system" and fudging dozens of orders.

My final rep said, jokingly, "No good thing comes without pain". I said, "I thought the $529 was the pain".

Please, HTC/Google, fix this, get me my phone, and then do something else on top of it to make me happy. This is to the point of frustration.

Figured this might clear things up for anyone experiencing the same. We can cry together.