As you know, Google’s launch of the Nexus 4 hasn’t gone so well (e.g. technical difficulties, delayed orders and etc), and things aren’t looking brighter for the future. Even after managing to get a device ordered, some customers residing in the UK found that their order has missed the shipping window that was posted on Google Play entirely. As you can imagine, this has frustrated a lot of Google’s customers.
As a result of this frustration, customers have taken to Google+ to try and find answers from Google UK & Ireland Managing Director Dan Cobley. Surprisingly enough, Cobley actually responded to the mass of customers with an update on his Google+ page. He’s explained the situation, offered an apology to those who have experienced outrageous shipping delays, and has offered a refund to those who’s orders missed the 3-5 day shipping window. Refunds on shipping charges isn’t the big news though, as Cobley has said that pre-Christmas estimates will be processed in the next week and will (hopefully) be at customers’ doorsteps before Christmas.
Cobley also offered insight on the subject of stock levels. He claims that supplies that LG needs to manufacture the Nexus 4 have been “scarce and erratic.” Albeit, I feel like Google has just under estimated the demand and didn’t put in a large enough order. Don’t hold me to that though. You can read Cobley’s full response below:
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.
Hopefully this has cleared a lot of the issues up. Google has been working hard to ensure that their customers are happy. Lets just hope that they learn from their mistakes this time around and have a smoother Nexus launch next time.
source: Android Central