Pre-Ordered my 128 GB Pixel XL in Silver right at the tail end of the announcement on the 4th at 10:25am PST and got the confirmation email saying everything was good. I went out and pre-ordered some new cables and a couple cases and screen protectors to have when the phone arrived. Even posted my 128 GB 6P on eBay to sell by the end of next week.
While at work over the next week and a half I'd check it's status to see if any delivery date was added or any change in the PENDING status in my Google Store Order History and there was no change and I didn't receive any emails from them in those 12 days. So on Sunday the 16th I gave them a call since many on here had said that delivery estimates stated appearing and I just wanted to be sure that everything was on the Up & Up. Call and talk to 1 lady that said the delivery date should be between the 26th and 28th. Ok great. I had another question about shipping and she transferred me to another lady that then said the order was showing up as CANCELED. I asked why and was told the payment method had been declined and wasn't updated in 7 days. I told her I wasn't aware that there had been a problem, I hadn't been contacted about it and I'm looking at the order in my account and hitting refresh and it still is listed as PENDING! She told me I'd just have to reorder it and there wasn't anything more she could do for me. So pissed off I hung up and took to Twitter still hoping she was wrong...after all my Order History said the order was still active and PENDING! So I had my fingers crossed.
So all day Sunday I'm going back and forth with one of Google's top contributors @sgreenstonenj. He tells me to call back and ask for a senior rep and maybe the other rep had just been mistaken. So 24 hours after being told it was canceled I called again and spoke to a gentleman who looked at the order and said it looks good. Has the green check box next to it with a delivery date between the 26th and 28th again and that he wasn't sure why the lady the night before had told me it had been canceled. So I'm pumped again...Just gotta wait til later this week and I'll get a tracking number and be good.
Until last night at 8:21 EST I get an email from the Google Store saying...
"Thank you for using Google. Unfortunately, we were unable to verify some of the details for the following order. As a result the order has been canceled. You may resubmit this order by visiting Google Store again. To help us verify your order details, we recommend that your billing and shipping address match what is on file with your bank, and that the phone number listed in your Google account is one where you can be reached by our specialists.
Please don't hesitate to contact us if you have any further questions."
I immediately call them back and explain everything again and the girl says it says the order was canceled due to "insufficient funds", the card got declined. Again I asked why wouldn't I be contacted about this since it's an easy fix. Call the bank be like hey its me ordering that and everything would be good. I also asked why every hours before getting this email it would still say PENDING in my account and not even notify me in my account! It just baffled me. She told me that there was nothing she could do but that the system has been so busy that sometimes it won't update the system in time. I told her "That's not a real answer, you're Google...you have a server farm somewhere in Utah that does stuff like that!" She then went on about how she's sorry for the trouble but again she couldn't help me. I then asked about why the order took 14 days to get canceled for the payment getting declined if they cancel orders after 7 days like she initial told me. She said the system must be slow in sending out the email because of the volume of orders. So I asked to speak with a supervisor. She said they don't have any that I can just speak with now and that she could take my information and have someone call me back within 24 to 48 hours.
So now I'm just sitting here playing the waiting game. Seems not many people have had problems with the process. I just can't see this happening with any retailer. Amazon has the red notice above your orders. BestBuy sends emails right away if something goes wrong. I've never used Apple, but I'm sure this garbage would ever happen with their ordering process. Beyond frustrating!
While at work over the next week and a half I'd check it's status to see if any delivery date was added or any change in the PENDING status in my Google Store Order History and there was no change and I didn't receive any emails from them in those 12 days. So on Sunday the 16th I gave them a call since many on here had said that delivery estimates stated appearing and I just wanted to be sure that everything was on the Up & Up. Call and talk to 1 lady that said the delivery date should be between the 26th and 28th. Ok great. I had another question about shipping and she transferred me to another lady that then said the order was showing up as CANCELED. I asked why and was told the payment method had been declined and wasn't updated in 7 days. I told her I wasn't aware that there had been a problem, I hadn't been contacted about it and I'm looking at the order in my account and hitting refresh and it still is listed as PENDING! She told me I'd just have to reorder it and there wasn't anything more she could do for me. So pissed off I hung up and took to Twitter still hoping she was wrong...after all my Order History said the order was still active and PENDING! So I had my fingers crossed.
So all day Sunday I'm going back and forth with one of Google's top contributors @sgreenstonenj. He tells me to call back and ask for a senior rep and maybe the other rep had just been mistaken. So 24 hours after being told it was canceled I called again and spoke to a gentleman who looked at the order and said it looks good. Has the green check box next to it with a delivery date between the 26th and 28th again and that he wasn't sure why the lady the night before had told me it had been canceled. So I'm pumped again...Just gotta wait til later this week and I'll get a tracking number and be good.
Until last night at 8:21 EST I get an email from the Google Store saying...
"Thank you for using Google. Unfortunately, we were unable to verify some of the details for the following order. As a result the order has been canceled. You may resubmit this order by visiting Google Store again. To help us verify your order details, we recommend that your billing and shipping address match what is on file with your bank, and that the phone number listed in your Google account is one where you can be reached by our specialists.
Please don't hesitate to contact us if you have any further questions."
I immediately call them back and explain everything again and the girl says it says the order was canceled due to "insufficient funds", the card got declined. Again I asked why wouldn't I be contacted about this since it's an easy fix. Call the bank be like hey its me ordering that and everything would be good. I also asked why every hours before getting this email it would still say PENDING in my account and not even notify me in my account! It just baffled me. She told me that there was nothing she could do but that the system has been so busy that sometimes it won't update the system in time. I told her "That's not a real answer, you're Google...you have a server farm somewhere in Utah that does stuff like that!" She then went on about how she's sorry for the trouble but again she couldn't help me. I then asked about why the order took 14 days to get canceled for the payment getting declined if they cancel orders after 7 days like she initial told me. She said the system must be slow in sending out the email because of the volume of orders. So I asked to speak with a supervisor. She said they don't have any that I can just speak with now and that she could take my information and have someone call me back within 24 to 48 hours.
So now I'm just sitting here playing the waiting game. Seems not many people have had problems with the process. I just can't see this happening with any retailer. Amazon has the red notice above your orders. BestBuy sends emails right away if something goes wrong. I've never used Apple, but I'm sure this garbage would ever happen with their ordering process. Beyond frustrating!
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