News

19/12/2012 - 23:00 - Refund Receipts!
Google are staying true to their word and sending out shipping refund receipts. Great to see that they are starting to get on top of things!

19/12/2012 - 02:00 - Useful UK Shipping Info
XDA user Harv.! has rooted out some useful shipping schedules for TNT over the Christmas period. Don't forget to thank him!



19/12/2012 - 01:00 - Duplicate Shipping Emails
A number of users are reporting that they have received two shipping emails. The tracking numbers and overall information appears to be exactly the same, so in all honesty I wouldn't worry about it. However, if you have a second email with different details that you weren't expecting let me know nexus4cr@gmail.com


18/12/2012 - 23:00 - General Update
I'm ridiculously busy at the moment -  I have a little day-job work I really need to take care of so will have to go quiet for a while.

But, I wanted to let you know that there are people working on the problems you're having, and for once, I can say that as a fact. :-)

I'm passing over the data we've collected from the website, up until now, to a nominated Google employee for review.

I'm not closing anything down just yet and keeping the form open for submission so that anybody who has had a problem can say so. I think it would benefit all of us, and Google, if they could have as much information as possible about the communications over the last month or so.

For the time being, if you have not had your shipping email just yet, please sit tight and be patient, I believe they are still going out. I have seen things improve, and if you need specific information, it's best to get in touch with the CSRs by phone or email. If you do get in touch with them, please remember this is not their fault and they want to help you.

If you want to get in touch for any reason it's probably best to pop me a quick email at nexus4cr@gmail.com I can't promise to get back to you as quickly as we'd all like, but I promise to do my best and help in any way I can.

I'd really like to hear from people whose dates have not changed from the 4th, or money has not been taken - AGAIN I CANNOT PROMISE ANYTHING BUT I'LL DO MY BEST.

I'll be back when I can. Andy.


18/12/2012 - 19:00 - Things Are Looking Good
If tonight is anything like last night, they will be processing the orders off and on up until around the early hours of the morning. Hopefully by this time all 3-5 day orders should be completely processed. There is still a little doubt if the 1-2 weekers will be completed, but they are definitely working towards getting them sorted on the order they were placed - this has been communicated by CSRs!

I can almost certainly say that we are not going to get any more rounds of update emails or public comments from Google as we have been lucky enough to get so far. Please be patient, and if you have not heard anything by 12:00 tomorrow, give Customer Services a quick call to find out exactly what is going on. Be nice to reps, they will have had a lot of work to do lately! 

0800 328 6081 Support team is available 24/7.

If you do get in touch, try mentioning these things..

You're original estimated shipping date has passed and that your order should possibly be classed as BACKORDERED, this is the term Google have used in communication for outstanding and overdue orders, so they should know what you are talking about and hopefully mean they treat your request accordingly

Ask at what point you should call back - there's not point trying to call if they do not know anything, effectively ask for a firm date of when action should happen.

If applicable, ask them to investigate if they requested money from your account, and if it failed, why? - in this case there may have been a problem with your bank, rather than Google, so try to get as much accurate information as you can and then go speak to your bank.

If Google ask you to take a survey or questionnaire, jolly well do it, and make sure that if the rep you were talking to was helpful that you mention it. If not, give the facts and don't get mad.

All in all, I personally believe this mess is close to resolution. I'm pretty sure that the actions of Dan Cobley have also helped get to the bottom of things and that he deserves some respect for what he has done, where others have chosen to hide. Perhaps Google should put him in charge of the Nexus 5?  


18/12/2012 - 15:20 - More Shipping Email!
Time to check again. There is a good chance that they will be continuing for a while, and they will not all be sent at once. 


18/12/2012 - 12:00 - After Receiving No Further Informantion...
After the standard of communication coming from Google seems to have dropped, we have sent this message to Dan again, and also posted it on his G+ page.

Dan,

We applaud the steps that you have already made in communicating to customers the possibility of a shipping refund, and for those people who have received either a shipping email or the device itself, that is great news indeed. The statements made so far have been enormously appreciated.

However, please consider our original complaint regarding communication standards. For many, it still feels as if this is not happening, or even getting worse. Having to spend hours surfing the web, reading hundreds of pages in forums to find any sort of information, and constantly checking emails so we can ensure the delivery is made correctly is becoming tiresome and stressful. 

We understand you may well be busy and would fully understand if a comment did not come from you personally, but any kind of communication from Google would make a lot of people feel much happier about this whole situation. 

It should not be left to customers making wild speculation about what is happening further confusing the issue for many – will there be another batch of emails, what does it mean if funds could not be requested, what will happen when new orders are taken, or how are the orders being processed, for just a few – so many questions with so little information.

Regards
XDA-Developers

I have also posted this on our G+ account here


18/12/2012 - 09:00 - Some Delivered, Some Still In The Dark
So shipping emails appear to have stopped at some point early this morning. There have also been a number of people who already had a knock on the door! But there still doesn't appear to be any logic to things as both 3-5 dayers are still waiting for a shipping email and a large number of 1-2 weekers received theirs yesterday.

This is a bit of a strange one, Google are obviously able to separate the two as they have shown by sending out previous emails regarding shipping charges on the morning of the 17th, so we're  not sure why the couldn't process the shipping either in the same way or chronologically?


17/12/2012 - 23:00 - Shipping Info Broken Down
All this information comes from the fantastic XDA member hunnymonster, thank you!

There seems to be a knowledge gap amongst some posters how the shipping via courier works. Having worked in a logistics role in the past and been end to end with 3 of the major couriers in the country I'm just putting down a quick few words on how it works (or is supposed to). I'll use an example of a parcel going from Glasgow to Aberdeen by TNT, you could equally substitute any other 2 points in the UK - it all goes via Birmingham(!))

There is no way on this earth that C2000 are going to be shipping out boxes of phones to each TNT depot for them to print the labels - rate of shrinkage (euphemism: theft) would be immense. They're going to want this lot tracked to within an inch of it's life - if someone farts near it they'll want that recorded...

So let's say I've decided to send a parcel... from Glasgow to Aberdeen. So I pack it all up and book it in with TNT. TNT generates a waybill with my reference on (so I can print the label) and also assigns it an internal TNT parcel number. At this stage I can tell the recipient that it's coming via TNT and they can track using the reference (or the TNT parcel number if I can be bothered to read it from the waybill). At this point the parcel is still in my possession - and although TNT know about it, it doesn't exist on the web tracker until it's in their possession (depending on the courier that might be as the driver picks it up or as it arrives in the collection depot). It will be scanned in by the collection driver ("collection scan").

The collection driver turns up. Picks up all my parcels and scans them all in. They still don't go live in tracking (but they are now known by the internal TNT system) until he returns to the depot and they are scanned at "collection depot inbound" - now within a few minutes they should definitely be live on the web tracker.

In the collection depot, all "same depot" parcels are extracted (so in my case anything shipping directly out for the Glasgow depot in the morning). Everything else gets shunted off ("trunked") to the hub depot, which is usually between J1 & J10 on the M6 for most UK couriers (simply because by being there they can be "central" in a weighted mean fashion to the vast majority of their business - it's also handy for the UK's major freight airport - Castle Donnington/East Midlands - for the International stuff). As the parcels are loaded for trunking, they are scanned ("collection depot outbound").

At the hub depot, it's all scanned once more (hub inbound") - and the parcels are sorted out by destination depot - so my parcel to Aberdeen gets put in the pile for Aberdeen, other parcels get put in the trunking run for wherever they're bound. Once more they are scanned "hub outbound". The truck chugs up to Aberdeen with my parcel on board.

At the delivery depot - the parcels are scanned again. "Delivery Depot Inbound". Then sorted out in the delivery depot into the various van runs. They are scanned once more "Delivery depot outbound". TNT driver then drives it to the delivery address, where he scans it once more "Customer delivery" and gets you to sign for it.

So... all our parcels are originating from Computer 2000, Lutterworth, Leicestershire. They will most likely be shipped direct to the TNT Hub which will act as both collection depot & hub in this instance. They will then be sorted out by TNT just like any other package to the right destination depots and progressed just like any other parcel as above.

Very useful, I'm sure you'll agree! Make sure you give your thanks on XDA for this.



17/12/2012 - 22:10 - New Shipping Email Batch
There's more folks, if it's anything like the last they will probably be going out for 45 minutes or so.


17/12/2012 - 20:20 - An Open Letter (part 2)
This message was sent to Dan Cobley asking for an update, time will tell...


"We have noticed the recent actions by Google,  and I know we are all incredibly thankful for what has been done so far; the message from yourself on Saturday morning, the email regarding credit, and the people who have already received shipping emails have all gone some way to restoring our faith in Google.

However there are still questions about exactly what is happening, and we would greatly appreciate it if you could help shed a little light as concerns over delivery locations and finances are growing.

For people who had money requested from their accounts again over the weekend, but there were not enough funds available, what will happen with their orders?

Whilst a number of us have seen orders from November apparently corrected before orders from December, there is concern in to how orders are being looked at. For example are you prioritising the people who have been waiting the longest?

Given that our initial issues were regarding communication, it would be great to hear back from you soon."


In the meantime, please consider updating this..

https://docs.google.com/spreadsheet/ccc?key=0AhVDKY5WqKkAdGFNLTdwbkZMWWdfQ19uamtqaHhCc3c#gid=0



17/12/2012 - 18:15 - Shipping Emails Stopped (possibly)
We're still in the dark in terms of being told exactly what's going on, but we do know that the shipping emails appear to have stopped again. It is entirely possible that Google are working their way through the data in batches to make sure they get it right, so if you haven't received anything yet, please be patient - can you imagine what would happen if it was messed up again? 
Perhaps they are working on another region?


17/12/2012 - 17:25 - More Shipping Emails Reported..
Further to the problematic US orders from November receiving shipping orders this morning, a number of users in the UK are reporting shipping emails being sent. We are unsure as to what scale this is happening yet, but it might be worth checking your emails just in case.Google Wallet status for some also showing as complete.


17/12/2012 - 17:15 - Publicity
We are getting noticed on more and more sites...




17/12/2012 - 13:00 - Calling Google
Due to recent publicity, there looks to be large numbers of people trying to call Google for an update. I am not saying that you should / shouldn't, but would ask that you are understanding in the following two points...

They appear to be working through the issues, not solving it all in one quick fix.

The reps are probably very busy, and we all know how increased work pressures can make people feel. They want to help, it is their job, and they didn't get it wrong to begin with.

Thanks

Andy



17/12/2012 - 11:00 - November 13th Orders
Seems like a number of people that had trouble with their November orders are starting to see shipping email action. If so it does appear that Google have prioritised the outstanding orders, which is good to see!

Also picked up on other sites...


17/12/2012 - 08:15 - Communications
Users who currently have overdue orders are starting to receive the following emails...


"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"


So far it would appear that 1-2 weekers will not receive this email, although you may have other correspondence with alternative info in as technically the orders at present are not overdue.

If you are a 3-5 dayer and you are not seeing this email, or have had no movement in your bank account, I would wait till 12:00 and see if anything happens. If not call up, mention you are expecting it this week, you have seen Dan's open statement and are looking for an update, specifically ask if your estimated shipping will be honoured.



16/12/2012 - 21:20 - Coverage From Other Sources
An article on Android Central about Dan's statement...

Might also be worth signing up to this, too...


16/12/2012 - Suggested Response to Dan
Anybody who has not had action on their account, who are entitled to it according to his statement, might be worth giving Google a quick call to double check. But otherwise...


1) Communication from Google to all customers on what has gone wrong, including an apology.
I would say Dan has apologised a number of times, and given a (Google and LG approved) reason for the problem.

2) Accurate shipping information supplied to all outstanding Nexus 4 orders within 48 hours.
Looks like this has happened, no shipping emails just yet but only time will tell - I'd be interested to hear in the next 24 hours if there are any original November 13th limbo orders that have not been actioned.

3) Accurate information provided to customers on when the money will be taken back out of their account with at least 24 hours notice.
Not quite - there have been users whose accounts have had requests for money from Google, but there was not sufficient funds. I don't know what will happen to these orders, or if Google are aware of the issue for any user that has experienced it. Let me know.

4) As the initial communications regarding estimated shipping were inadequate, (which is major factor in deciding to purchase the device) at least a full refund for all overdue shipping costs.
Again, this appears to happening.

5) An apology to your Customer Service Representatives for putting unneeded pressure and stress upon them because of the lack of internal communications.
Not sure from Dan's statement.

6) Shipping to be conducted on a “first come, first served” basis, based on the time on our Google Wallet receipts.
again not directly addressed, but we would have to presume this is now happening.

7) All future communication regarding any shipping of Google Play to be improved greatly.
Only time will tell.



All in all, personally I think Dan has done as much as he can to get things sorted for us all. There are still a few remaining questions, which I will ask in time, but I think it's sensible to let a little time pass to see exactly what situation we are in. 

(But we're still watching and waiting...)



16/12/2012 - 10:45 - Confirmed Action!
Dan posted a comment on his G+ page this morning about what is going in


15/12/2012 - 21:15 - Transactions!
3-5 dayers and 1-2 weekers in the UK are starting to see money being taken out their account again.
Other countries have seen movement on their account, unsure of the scale and relevance for those in limbo from 13th Nov.
Dates in Play appear to be changing also to the 15th.
No official word on what is happening, but appears work is being done.

PLEASE TRY TO KEEP FUNDS AVAILABLESome users have not had enough funds available when the request from Google has been made to your credit or debit card. However it appears that we are back in the "holding" state again, so if you have had funds requested that weren't there hopefully it shouldn't push you overdrawn / cause problems as the only thing that would happen in terms of repercussions from your bank is that the funds are not taken, no more.


15/12/2012 - 15:45 - Global Stock
It seems that all pages, from all regions has been marked as "out of stock" - perhaps something is happening?


15/12/2012 - 11:15 - Money
It seems to be the general consensus that when you placed the order, money in your account will have been placed "on hold" at the request of Google. Effectively taken out of your account and no longer available to you, but not collected by Google as they have not finished their side of things, and as such may not show up depending on what bank you use. The holds last for different lengths of times, again depending on your bank, and once that period is up it will be taken off hold and available in your accounts again. This is normal practice, but the worrying part is that nothing has has been done by Google with your order, and that we have no indication of when it will be taken back out again, which could prove to be a real problem for some if their order is delayed over Christmas. Dan Cobley has stated he is looking in to our 7 points, which includes the request to notify us 24 hours before the money is taken again. We will just have to wait and see...


13/12/2012 - 22:15 - UK Distribution
It seems that we can be pretty confident in saying that Computer2000 is the company dealing with distribution, they are based in the UK, weather this expands to any part of Europe is unclear. We can also safely say it is utterly useless trying to contact them about your order, so please don't.

"...we are the distribution part of the chain but would rely on Google Play for all information.
They would be the ones to liaise with..."

A Computer2000 employee.

13/12/2012 - 23:55 - Canada Shipping Emails
As of around 30 minutes ago, we've seen large numbers of shipping emails being sent out to Canadians. No info on who is receiving them, and if it's based on a "first come, first served" basis.


13/12/2012 - 18:50 - German Orders Update
People are still receiving shipping emails for the orders in Germany.
I am trying to confirm a situation in which one person ordered this morning, and received a shipping email this afternoon. Please note that this could be for a number of reasons none of which can be confirmed, but it does lend evidence that Google are working through the mess country by country in some fashion. It also does not mean that you should place another order, I have no way of knowing if this will make things worse?

13/12/2012 - 15:50 - German Orders
It seems as the minutes go by there are more and more German shipping notices being sent out. What is unclear at this stage through the data we have is how they are being distributed - are they going to the people who were quoted 3-5 days, or the time their receipt?


13/12/2012 - 15:30 - Coordinating calls to Google
I've posted a set of suggested questions to ask Google if you talk to them so we can collect the answers on the Calling Google page. A few have called from here in the UK already, and have all received the similar response below. PLEASE NOTE THIS STILL MAY NOT BE ACCURATE INFORMATION!

Q: What does "Pending" mean in relation to my order?
A: "Pending" is the default state when orders are placed.

Q: Do you know when the next shipment is likely to arrive in my country?
A: I was then told they are expecting a shipment within 3-5 weeks, which should meet the demand.

Q: Find your latest correspondence from Google, get the estimated delivery time and check that this will still be honoured.
A: it's unlikely.

Q: At what point should you call back?
A: Varies on a user to user basis

Q: If the original shipping has been missed, will they refund the shipping costs due to inaccurate information?
A: If the shipping date is missed then shipping will be refunded.

Q: Will you be notified before the money is taken back out my account?
A: Varies per user.



13/12/2012 - 14:00 - Possible German Shipment
A lot of users in the German thread are reporting that they have received their tracking emails within the last 12 hours. This could mean shipments from the production location are starting to flow again. It would make sense for Google / LG to target the problem one country at a time rather than sending a small batch all over the place, so perhaps this is good news for the rest of us?



13/12/2012 - 12:15 - Shipping Refunds
Shipping refunds are becoming more and more common, although this will only be done after the device has shipped, and only if requested after your initial shipping estimate has been and gone.

"...We'll send you a notification when your order has shipped and will credit the shipping charges...
Kaila

The Google Play Support Team
"

And..

"...As a courtesy for the delay we will be more than happy to refund your shipping once your order has shipped....
Mazher
The Google Play Support Team."



13/12/2012 - 11:30 - Escalations
There seems to be a large number of people hearing back from Google that their order / complaint has been "escalated". I work in customer services and for me this usually means the rep has had to get a manager involved, but of course this is all guess work. There has also been this response below...

"...All purchases made on December 4, 2012 has grown to a main priority escalation....
Peter
The Google Play Support Team" 




If you want to get in touch, you can do so by sending an email to nexus4cr@gmail.com