thermophile kenny: Google UK boss offers 'unreserved apology' for delayed Nexus 4 orders

Tuesday, December 18, 2012

Google UK boss offers 'unreserved apology' for delayed Nexus 4 orders

Android Central

Dan Cobley says pre-Christmas deliveries on track for this week, offers shipping refund for late orders

As we've reported in great detail over the past month, customers hoping to pick up the Nexus 4 directly from the Google Play Store haven't had the easiest time ordering the device. Even after dealing with a tumultuous ordering process, some in the UK have found that their orders had missed the shipping window they'd been given by Google Play.

As a result, some disgruntled customers decided to go straight to the top to get answers, reaching out to Google UK Managing Director Dan Cobley on his Google+ page. Today Cobley has responded with an update on the situation, an apology to those affected, and a shipping refund for those whose orders had missed the quoted 3-5 day window.

In the Google+ message, Cobley also addresses the subject of stock levels, saying supplies from Nexus 4 manufacturer LG have been "scarce and erratic." The first wave of Nexus 4 stock sold out in under an hour, and the second wave was back-ordered by over one month in under a day.

Here's Dan Cobley's message in full --

Dear all

I know that what you are going through is unacceptable and we are all working through the nights and weekends to resolve this issue. Supplies from the manufacturer are scarce and erratic, and our communication has been flawed. I can offer an unreserved apology for our service and communication failures in this process.
For those that originally received a 3-5 days shipping estimate, your orders are now in process for fulfillment. You can expect an email notification early this week which will include tracking information. Although you will be initially charged in full, you will receive a credit for the shipping charge soon after.
For others that received pre-Christmas shipping estimates, we anticipate processing your orders for fulfillment this week.
I realise that the people who ordered the Nexus 4 so early are among our most committed and loyal users and we are doing all we can to put things right.
Sorry again.
Dan?

So there's good news for anyone with a Nexus 4 order due before Christmas, and customers experiencing delays might be reassured that Dan Cobley is taking charge of the situation personally.

If you placed a Nexus 4 during the second wave of stock, let us know how you're getting on down in the comments.

Source: Google+; via XDA, Eurodroid