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Now I'm upset... :(General

Last Updated:

  1. Kelmar

    Kelmar Done by choice VIP Member

    One 16gb nexus ordered on the November 27th. Estimated 4 weeks until shipping. One 16gb nexus ordered December 7th. Estimated 6-7 weeks until shipping.

    Don't get me wrong. If I have to wait 4 weeks I'm fine with that.... If I get it earlier, even better.

    But when the phone ordered on Dec 7th receives shipping information the SAME DAY and the one ordered first hasn't shipped!?! Yeah... there is something wrong with that.



  2. ssgmun32

    ssgmun32 Active Member

    Great phone...crappy customer service. Google seems like they are throwing darts at a dart board on deciding on when to ship the orders. Their customer service department is pretty useless. With that said I have finally have mine and can say the wait is worth it. Awesome phone...hang in there.
  3. lunatic59

    lunatic59 Moderati ergo sum Moderator

    Here's my theory ... The brontosaurus is skinny at one end ... oops, wrong theory.

    I wouldn't be surprised if the dock workers strike in L.A. held up a LOT of merchandise coming in, including electronics from Korea, which explains the whacky delivery estimates and shipping times.
  4. mttfrog13

    mttfrog13 Well-Known Member

    I think some people reported that they received shipping info same day but the shipping data will just say that the package is in limbo in Kentucky and could stay like that for days. The Nov. 27 order will probably still come first. Does the shipping info give you the tracking number, or has it updated and "departed the facility" and give you a delivery estimate?
  5. MattBee

    MattBee Well-Known Member

    Well here is mine from the order date of the 27th! Not really sure UPS knows what they are doing as well:

    Scheduled For Early Delivery On:Monday, 12/10/2012, By End of DayOriginally Scheduled For Delivery On:Tuesday, 12/11/2012, By End of Day Last Location: Departed - Louisville, KY, United States, Saturday, 12/08/2012 Matt
  6. lunatic59

    lunatic59 Moderati ergo sum Moderator

    I think Google is bumping the shipping to overnight even though the original order is for 2-day, that why you see those delivery estimates.
  7. Essinger

    Essinger Member

    I wonder if I had chosen to not have my device linked to my Google account if it would have shipped quicker.
  8. yfan

    yfan Well-Known Member

    I chose not to link mine, and it arrived plenty earlier than expected. I ordered the 8 gig model on the 27th, got it on Thursday the 6th. For reference purposes, the 8 gig model's earliest estimated shipping for orders on the 27th was 4-5 weeks.
  9. RaLeX

    RaLeX Well-Known Member

    Why would it ship quicker if not linked to your google account?
  10. mttfrog13

    mttfrog13 Well-Known Member

    Say they had 10k N4's packaged and ready to ship. If you order it unlinked, they would probably just ship it out to you. Otherwise, if you decide to link it, maybe that has to be done during the manufacturing process, or maybe they would have to go through all of the N4's already manufactured and load your google profile on them. I'm not really sure what there manufacturing process is, but linking the gmail account has to take some type of time/process that the unlinked ones don't. It'd be interesting to put up a poll for this to see if there is actually a difference.
    davoid and RaLeX like this.
  11. RaLeX

    RaLeX Well-Known Member

    Good point. I shouldn't have linked mine. lol
  12. tmicrd68

    tmicrd68 Well-Known Member

    Had mine linked to my account & still I had to do the whole android/google account registration set up thing when it arrived yesterday. I ordered on the 27th. The whole thing seems to be one big cluster**** so I guess you get it when you get it :confused:
  13. Kelmar

    Kelmar Done by choice VIP Member

    27th order doesn't show anything in Google Wallet.
    7th order has tracking numer but nothing listed under it yet. Perhaps a few days will update?

    Either way I called and talked to Google this morning and they said that this whole thing definitely doesn't sound right and they are looking into it and will get back to me on Monday. *fingers crossed*

    Luna59 -
    ban :p
  14. Kelmar

    Kelmar Done by choice VIP Member

    Well.... December 7th order has arrived and works great.

    Still no news on the the Nov 28th order and, of course, no one ever got back to me.
  15. lunatic59

    lunatic59 Moderati ergo sum Moderator

    Chalk it up to customer-lack-of-service.
  16. andrews317

    andrews317 Well-Known Member

    I ordered mine Nov 28th, 16gb version with 4-5 weeks shipping time. I sent a message two days ago and they said that "it might" ship earlier, but I have not received any information yet.
  17. RaLeX

    RaLeX Well-Known Member

    You received the Nexus you ordered on December 7th?? Damn...

    I ordered on December 4th. Was going to wait patiently, but using a flip phone has really made it difficult. So I emailed Google and they emailed me back with a generic response that said according to records, my phone is scheduled to ship out on January 16th. So I cancelled it and spent a few extra bucks to buy a sealed new phone from someone else. Had I seen this, I might have tried to wait it out... but I guess if you haven't gotten your 11/28 order then who knows when I would have gotten mine.
  18. sean76

    sean76 Well-Known Member

    Its so hit or miss, its just like they throw a dart and see who's name it lands on...lol!

    I did the same as you and spent a little extra and went the eBay route...
  19. bluirv

    bluirv Active Member

    Someone else posted that if this were an Apple product, the consumers would storm "Cupertino with pitchforks!"
  20. thebryceee

    thebryceee Well-Known Member

    Finally got a shipping notification from my 11/27 order. I emailed them a couple days ago saying how people who ordered last week with a 6-7 week wait got theirs already when I ordered on 11/27 with a 2-3 week wait and that I'm probably gonna have to report to the BBB. The shipping email was the first email I received from them back lol
  21. andrews317

    andrews317 Well-Known Member

    Ordered 11/28 with 4-5 weeks wait, still haven't received shipping information. Sent two emails already, no response.
  22. Kelmar

    Kelmar Done by choice VIP Member

    That's it exactly! I don't mind the wait... I really don't. I just want to know wtf is going on in their backwards shipping department and to know that my phone will arrive in the appropriate time frame (and not be delayed by those who "beat" the system).
  23. thebryceee

    thebryceee Well-Known Member

    When they do ship it, it'll probably come the next day. Both my nexus and bumper orders came in one day instead of two.
  24. Kelmar

    Kelmar Done by choice VIP Member

    On Nov 28 I ordered one 16GB N4. The Play Store said that it was a 2-3 week wait. When I received the email receipt it said the wait was 4-5 weeks.

    On Dec 7 (9 days later) my wife contacted CSR via phone to order an additional phone. She inquired if it would be possible to add the 2nd phone to the initial order. She was told that it would not be possible and that we could either 1) cancel the initial order and order two new devices on a single order or 2) order a second device and get it when it hits it's spot in the line. She was assured that the devices were being shipped in the order that they were placed. We chose option 2 and placed the order for our SECOND 16GB N4 on Dec 7.

    On Dec 8 at 330ish AM EST we received an email saying that our order had shipped. We were pleased that our initial order had shipped in a timely manner... at least until we opened the email and found out that it was the SECOND order that had shipped less than 24 hours after it was ordered! At this point were became slightly concerned and confused and contacted CSR via phone. The CSR (Joe) that answered the phone was very pleasant to deal with. He mentioned that they had JUST received a similar call and that something definitely wasn't right. We spent 20 minutes or so on the phone with him verifying information and allowing him to check with his supervisors to find out what was going on. He assured he would be in touch with us via email with any news in a few days.

    On Dec 12th we had not heard an answer and contacted him via email. He responded on the 13th saying "Sorry for the delay. I have been consulting with the shipping team. Cannot explain why the second order went through so quickly and the original was stuck in backorder status. They did tell me they are going to have that original order pushed through (I hope asap) and also to inform you that they can refund the shipping cost as a way to make up for the frustration of the whole situation."

    Thinking that this was indeed the case (phone being stuck in backorder status as mentioned in the email from the CSR) and thanked him and asked him to keep me informed.

    On the morning of the 14th I logged into XDA and AF and found about 10-15 people (all in the USA) who had ordered their phone LATE the evening of the 13th and had received shipping notification within a few hours time. I checked our email and found that we did not have any new information (nor a shipping alert) and contacted CSR via email to show him that there was still an issue and to find out if this would affect the initial order. I voiced my frustration and mentioned that I was nearly ready to cancel as a result of the lack of information.

    On Dec 15th I received a "canned" response from a DIFFERENT CSR (note that all responses after this point were not from the initial CSR) saying that a shipping specialist would be looking into it and that I was not able to cancel my order. Some frustrated emails exchanged with no change (i.e. only receiving canned responses). Later in the day I called CSR three times trying to find out more information only to be told the device will ship in the quoted time.

    On Dec 16th I emailed stating that it had been a week since initially being told a shipping specialist was looking into it and we were still waiting on an update. Response from a CSR on the same day with the same canned response.

    On Dec 19st I contacted CSR via phone and demanded to talk to a manager. After explaining the situation to the CSR she put me in touch with a gentleman who claimed to be a supervisor and manager. I explained the situation talked with a gentleman who assured me to that he would open a NEW case and be in touch with me about the situation. He also said that they would refund my shipping. He specifically said that if I hadn't heard anything in 48 hours to call again. I thought for sure that something was going to happen now!

    On Dec 21st (48 hours later) I received an EMAIL about a customer service survey (for a different case number than my initial case number). I assume that this is good news and contact CSR via phone to find out what the outcome is/was. The CSR I spoke to could not find the new case in the system and would not transfer me to a supervisor nor a manager. I sent a screenshot of the survey email to her so that she could see what I was referring to.

    On Dec 22nd I still had not received a response and I emailed: "Since the email response nearly 10 days ago that said "I have been consulting with the shipping team. Cannot explain why the second order went through so quickly and the original was stuck in backorder status. They did tell me they are going to have that original order pushed through (I hope asap) and also to inform you that they can refund the shipping cost as a way to make up for the frustration of the whole situation." we have not hear anything of value. "

    As of Dec 23rd I still have not received a response to to these latest emails/calls.
  25. lunatic59

    lunatic59 Moderati ergo sum Moderator

    Kelmar, I can only provide you with a similar story and (hopefully) a positive outcome.

    Last December the wife and I bought a new 46" LED TV from Target during a Christmas promotion. At the end of September the TV went dark and wouldn't turn on. It was returned under warranty and was told that it couldn't be repaired, but would be replaced. Because they were waiting for stock on those models there would be a 12-14 day wait until i would receive a tracking number. Needless to say, I didn't get one. I spent the month of October going back and forth with customer service being told a lot of different things.

    They couldn't tell me when stock would be available, but i could get a refund if I wanted to wait 12-14 weeks to process. I could accept a 40" AND a 26" TV as replacements (finding out after pressing them that they were refurbs and pretty crappy models). Or, I could simply wait for stock which I was told at this point would be in December.

    December came and i called again and still no word or any estimate, although they did assure me it would still be in December. On the 16th I couldn't even get through, but was shunted off to a "Customer Service Overflow" switchboard, who had no information available to them. I gave them my information and was assured a return call would come in 24 hours. It didn't

    A day later I called and got the same overflow switchboard and gave them all my information again, including that I had done this two days ago and didn't get a callback.

    After that call, I did some serious Googling and found a lot of similar complaints about this particular manufacturer all referencing similar models purchased between December and April. Then I cam accross some complaints on the website for the Better Business Bureau of Los Angeles (company is headquartered in CA). The thing was that each of these complaints had and outcome status on them as "resolved" with either the complainant receiving a replacement or a refund. So I thought, "what the heck" and filled out an online complaint form of my own.

    Within one hour of filing the complaint I had a message on my home phone answering machine and an email from customer service telling me they are going to ship an upgraded model because stock for the replacement of my model was not available. The next day I had a tracking number and according to FedEx I should have my TV on Thursday ... about three months after the initial contact.
    Kelmar likes this.

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