12-19-2012 04:55 AM
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  1. arizonamman's Avatar
    Same for me except they did not call but sent an email. Evidently, the CVC code box was empty on Wallet.
    The email said "we're holding a device back for you."
    Oh well. No big deal.
    I fixed it and replied to the same email, as instructed.
    I hope it does not hold it up too long but it looks like Monday at the earliest. Gives me time to see some new movies before I lock myself up in my house with my 1st Android!
    11-28-2012 10:51 PM
  2. Gringo11's Avatar
    Got the same thing but I know for a fact that everything was fine with the card. I confirmed with AMEX that there was no issues with charging the card and honestly believe this is yet another issue with Google (and not your CC) or a way to justify additional delays for those of us still in limbo land. I called a useless CSR who said everything was fine and nothing to worry about. Yeah right!
    11-28-2012 11:21 PM
  3. Koinb's Avatar
    Me too. I called up to check my shipping status and was told everything is OK and the device will be shipped out soon. But an hour later, received email saying credit card payment failure. I checked my CC on wallet is good by purchasing an APP.
    Order placed on Nov. 13 11:50AM UTC-8
    Still no shipping email received.
    11-29-2012 12:21 AM
  4. Tacoman667's Avatar
    Mine shipped Tuesday night and I got an email yesterday morning from ups that I have a scheduled arrival today from google. I get up this morning when late last night the ups status showed still KY traveling and the email said I would expect shipment tomorrow. I freaked.

    Ups tracking showed duplicate status for leaving KY on the same dates but showed out for delivery at the top. I was gonna call me later about the confusion but updated the page and now I see all the other statuses about arriving in my city and being out for delivery. I hate ups. They. Do this 50% of the time. Only FedEx has ever been reliable for me...
    11-29-2012 07:00 AM
  5. Gringo11's Avatar
    Me too. I called up to check my shipping status and was told everything is OK and the device will be shipped out soon. But an hour later, received email saying credit card payment failure. I checked my CC on wallet is good by purchasing an APP.
    Order placed on Nov. 13 11:50AM UTC-8
    Still no shipping email received.
    So, I got an email about this, and supposedly the "authorization timed out"... I was really "surprised" considering it had only been 2.5 weeks since the order had been placed. I guess Google expects the authorization to remain in place for as long as they need (so if you order a Nexus today, make sure your authorization is valid for at least 8-9 weeks!!). Anyway, rather than re-authorize the card, they apparently prefer to send you an error message saying it's not their fault...
    You may want to update (i.e. re-enter) your card details in google wallet which generates another authorization and hopefully will allow them to ship the phone to you - if that ever happens (beginning to seriously doubt it myself).
    Koinb likes this.
    11-29-2012 09:11 AM
  6. arizonamman's Avatar
    So, I got an email about this, and supposedly the "authorization timed out"... I was really "surprised" considering it had only been 2.5 weeks since the order had been placed. I guess Google expects the authorization to remain in place for as long as they need (so if you order a Nexus today, make sure your authorization is valid for at least 8-9 weeks!!). Anyway, rather than re-authorize the card, they apparently prefer to send you an error message saying it's not their fault...
    You may want to update (i.e. re-enter) your card details in google wallet which generates another authorization and hopefully will allow them to ship the phone to you - if that ever happens (beginning to seriously doubt it myself).
    I too went in and checked my CC last night after I received the first email saying that my CC payment failed but not to worry, blah, blah, blah. All I could see last night was that the CVC code was not there so I edited and re-entered it. This morning it is not there again. I called and received a fast answer and talked to Pat who at first was real understanding but said the only way to fix this was to delete that CC and enter it again. I worked in CS for many years and I know what 1st level CS reps can and cannot do. They are paid to answer as many calls as fast as they can and repeat canned scripts. "Thinking" people at the CS 1st level do NOT exist. In fact, many at the 2nd level can't think either!

    I was in a pretty good mood today and really, although my old phone is about KAPUT (I have to restart it several times each day), and I know they screwed up, I will not allow myself to get upset. I know that Gringo11 is on the right track with all that authorization stuff however it is not up to the customer to keep authorizations valid. All Google has to due is to send it through again. Just like if you are at a department store or grocery store and the first time it fails, you have them try it again, right? Only if it fails twice do you change cards. Their authorization server is CRAP and/or their programmers for it are CRAP. Because the overload was their issue, they should have overrode authorization issues for people whose cards are still on file and have valid dates. Were I a supervisor there or even a level 3 CS rep, I would have called my IT contacts and have it fixed.

    She told me to re-order the phone. That is a script that did not apply to me. I told her that the first email instructed that my phone was being "held back" for me so why do I have to re-order? Oops, I forgot level 1 reps are not allowed to think. I will not re-order with any credit card. I think that got her all discombobulated and she started reading general script stuff to me. I let her finish.

    So I ask her how long the re-processing time takes and she says up to a week. I asked her to push the button to re-process that and she started reading off more irrelevant scripts to me. She told me 1 person asked her to walk across the street to get it! HAHAHAHA I could have asked for a supervisor (would get a level 2 CS rep) but I refuse to get myself upset about this. The email Pat sent just now says:

    Your order is in the processing status.
    We ask that you allow us 3 to 5 business days to complete.

    By Wednesday of next week, if I don't have a phone in my hands and depending on my mood at that time, I will cancel the order and all my Google account info and be done with them. It is that simple.

    Were I back when I had a car that was an obvious LEMON and could not get satisfaction with the auto dealer, I wrote to the CEO of Chrysler and had my money back in a few weeks. But, is is worth my time and effort to send Registered Mail to Larry Page, CEO, Google, Inc and half the people on this page and then sit around waiting for a reply?

    Google Management team

    All that stuff gets opened by secretaries or "Executive Assistants."

    "The squeaky wheel does get the grease." But for a $300 phone when I can just go out and get something else? NAW! It really is not worth it. Who wants a phone that has been sitting on the bottom of all the other phones on a crate in a cold UPS warehouse for 2 weeks? If I have just 1 thing wrong with it if I get it, I would be going through all of this again! OMG!

    You would think that the more people that cancel their orders the better chances of them getting a clue but they probably won't. Their screw up is getting plenty of press and when all the bug reports come out, they'll get more bad press. "Oh, gee, you know something? Maybe we should have just stuck to what we do best and not get into the hardware field."

    DO YA THINK?

    LOL

    P.S> I think I just talked myself into canceling it NOW!

    Gringo11 and Koinb like this.
    11-29-2012 12:29 PM
  7. Gringo11's Avatar
    Totally agree with you. I was just being cynical about the authorization thing... I don't see how we could ever keep that authorization active... and I think a LOT of people who are supposed to be waiting 8-9 weeks are going to have issues when Google finally gets around to trying to ship the phones to them since their authorizations will have disappeared and they cannot seem to hit "try again".

    I am with you on canceling. I will give them until the end of the three weeks and cancel. It is a shame because of all the phones out there, I think it has the best mix of features/price/operating system... oh well, maybe sometime in Feb/Mar I can try and order it again.
    Koinb and arizonamman like this.
    11-29-2012 02:34 PM
  8. xcla1p's Avatar
    I would probably scream at some high level management people before cancelling the phone though. i rather get some nice 'sorry' replies than nothing
    11-29-2012 04:27 PM
  9. Gringo11's Avatar
    Well, it looks like this thread has been very quiet lately... it seems I am the only one still in limbo land? Anybody still out there?

    I got an email last night saying that after updating my credit card info, I should be receiving a confirmation that the order went through within 24 hours... needless to say, that never happened. I am pretty confident that I will never receive this phone, and I must say that I have no idea who to "escalate" this to because customer service is useless and they have no idea what to do... writing to the executive team seems totally pointless and will get me nowhere, so I guess the answer is to simply resign myself and forget about this order? Wow Google...
    11-30-2012 10:14 AM
  10. Koinb's Avatar
    You are not alone. I am here with you. I received the same CC problem Email on 11/28 night. I called CS twice and they knew nothing. No account update, no more email from Google...
    11-30-2012 10:39 AM
  11. Gringo11's Avatar
    You are not alone. I am here with you. I received the same CC problem Email on 11/28 night. I called CS twice and they knew nothing. No account update, no more email from Google...
    Given up yet? Because I think I will have tomorrow morning when no shipping email comes...
    11-30-2012 11:55 AM
  12. n4limbo's Avatar
    Still nothing from the 13th order date, my account still says pending, no one at google knows anything even the supervisors.
    All they say is they still have until tonite to ship it in time.
    This is beyond insane, how can no one at google play have any idea what is going on?

    Yet people are now saying their 27th orders are starting to ship?

    Sounds more like a twilight zone episode.
    11-30-2012 06:18 PM
  13. xcla1p's Avatar
    Nope still here Limbo-ing. Let's count how many people left.

    I finally craved in and called CSR for play.google and wallet.google. play wasn't useful at all, while wallet people didn't know what was wrong. All in all (i talked to two different people for an hour in total), they say they already emailed "specialists" and I should wait.

    And they didn't even sound apologetic.
    11-30-2012 06:58 PM
  14. Gringo11's Avatar
    Nope still here Limbo-ing. Let's count how many people left.

    I finally craved in and called CSR for play.google and wallet.google. play wasn't useful at all, while wallet people didn't know what was wrong. All in all (i talked to two different people for an hour in total), they say they already emailed "specialists" and I should wait.

    And they didn't even sound apologetic.
    Fun! I also called wallet. After some "research", it appears that there is a dedicated team - only reachable by email mind you - that is working on the credit card issues as fast as they can. Bottom line, just "wait 7 more business days" and then call back if you did not hear anything from Google... How's that?
    11-30-2012 08:47 PM
  15. n4limbo's Avatar
    I'm starting to believe they want us to cancel our orders at this point since they can't seem to fill them.
    11-30-2012 09:20 PM
  16. n4limbo's Avatar
    Fun! I also called wallet. After some "research", it appears that there is a dedicated team - only reachable by email mind you - that is working on the credit card issues as fast as they can. Bottom line, just "wait 7 more business days" and then call back if you did not hear anything from Google... How's that?
    If they really did have an order snafu, why couldn't they cancel our orders and replace them with the new stock before selling them on the 27th?
    11-30-2012 09:26 PM
  17. xcla1p's Avatar
    The CSR from wallet actually called me a few days back (i didn't call her. she call me) saying that my unit was ready to ship. but now no idea what is going on with them.
    11-30-2012 10:00 PM
  18. Koinb's Avatar
    This is what Google emailed me:

    "Your credit card payment failed but don't worry, we're holding a device back for you. All we need is for you to update your payment method or, if you'd prefer, cancel the order. If you choose to update your payment method, you can do so by signing into your Wallet account at wallet.google.com"

    As soon as I received this email, I immediately made a purchase via Google Wallet. The purchase passed through successfully and pending charge appeared on my CC account instantly. Evidently, “Your credit card payment failed” is not true and no CC charge attempt was ever made.

    “if you'd prefer, cancel the order” is more like suggesting to cancel the order?
    11-30-2012 10:23 PM
  19. n4limbo's Avatar
    The CSR from wallet actually called me a few days back (i didn't call her. she call me) saying that my unit was ready to ship. but now no idea what is going on with them.
    I think they sold ours on the 27th LOL
    11-30-2012 11:38 PM
  20. n4limbo's Avatar
    Fun! I also called wallet. After some "research", it appears that there is a dedicated team - only reachable by email mind you - that is working on the credit card issues as fast as they can. Bottom line, just "wait 7 more business days" and then call back if you did not hear anything from Google... How's that?
    They really told you to wait 7 more days?
    11-30-2012 11:49 PM
  21. n4limbo's Avatar
    This is what Google emailed me:

    "Your credit card payment failed but don't worry, we're holding a device back for you. All we need is for you to update your payment method or, if you'd prefer, cancel the order. If you choose to update your payment method, you can do so by signing into your Wallet account at wallet.google.com"

    As soon as I received this email, I immediately made a purchase via Google Wallet. The purchase passed through successfully and pending charge appeared on my CC account instantly. Evidently, “Your credit card payment failed” is not true and no CC charge attempt was ever made.

    “if you'd prefer, cancel the order” is more like suggesting to cancel the order?
    I got the same exact email yesterday about an order that was canceled on the 13th, they were positive everything was fine and that the email was sent in error.
    12-01-2012 12:11 AM
  22. Donatron's Avatar
    Well that was fast. I order mine on the 27th and it shipped this morning. I was expecting it to take a few weeks, not a few days. I'm glad I didn't cave in and buy one from eBay.

    Sent from my Nexus 7 using Android Central Forums
    12-01-2012 01:52 AM
  23. Gringo11's Avatar
    They really told you to wait 7 more days?
    7 more business days, absolutely... Basically, it was "leave us alone and call back later, much later...". I am now convinced we will never see these orders. However, I am going to let it sit until they do something... It may take a year, but I am not canceling... I give up though.
    12-01-2012 08:19 AM
  24. corolla90's Avatar
    Yup, I've received the "credit card" email twice now this past week. I even got an email (a follow-up to mine) that I successfully updated my credit card info and there shouldn't be a problem. Per advice of a CSR, I deleted the two cards I had on Google Wallet and readded just my Visa card (I wanted to use my Discover for the 5% cash back, but I couldn't stand the idea of it being the issue, and that I'd be delayed even more since initially placing an order on the 13th). Here's the latest I received:

    As long as you've updated your card on Google Wallet, you'll be fine. The system will attempt to recharge you automatically. Once the charge is successful, your order will process and ship right away. I assure you we have stock set aside for you and you will not have to wait much longer.

    I hope this helps answer your question. If you have any additional questions or concerns, please do not hesitate to reply to this message. You may also call our 24/7 support center by dialing 855-836-3987.
    12-01-2012 08:33 AM
  25. n4limbo's Avatar
    7 more business days, absolutely... Basically, it was "leave us alone and call back later, much later...". I am now convinced we will never see these orders. However, I am going to let it sit until they do something... It may take a year, but I am not canceling... I give up though.
    Did you call and ask to speak with a supervisor?
    It's seems they are finally starting to realize many orders placed on the 13th are stuck in pending and not processing normally since all 13th backorders should have finally shipped yesterday.
    12-01-2012 10:35 AM
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