Backorder Thread (Nov 20th and onwards)

[Gringo11]

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...

 

[n4limbo]

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.

 

[xcla1p]

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.

 

[Gringo11]

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?

 

[n4limbo]

I'm starting to believe they want us to cancel our orders at this point since they can't seem to fill them.

 

[n4limbo]

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?

 

[xcla1p]

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.

 

[Koinb]

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?

 

[n4limbo]

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

 

[n4limbo]

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?

 

[n4limbo]

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.

 

[Donatron]

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

 

[Gringo11]

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.

 

[corolla90]

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.

 

[n4limbo]

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.

 

[n4limbo]

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:

Funny, I asked same thing and they said not to change the card.

 

[corolla90]

Funny, I asked same thing and they said not to change the card.

Clearly, there's an issue -- and it's not related to our individual credit cards. I called Discover and they told me everything has been authorized, but for some reason Google's the one not proceeding with processing the order. The worst is either they won't tell us what the issue is or they don't even know. Can't tell you how many times my order has been marked or elevated for a specialist to look into it.

 

[n4limbo]

Clearly, there's an issue -- and it's not related to our individual credit cards. I called Discover and they told me everything has been authorized, but for some reason Google's the one not proceeding with processing the order. The worst is either they won't tell us what the issue is or they don't even know. Can't tell you how many times my order has been marked or elevated for a specialist to look into it.

I would tell a supervisor that they have now missed their final promised shipping date, they are already shipping new 27th orders yet your 13th order is still stuck in pending, if you haven't already.

 

[corolla90]

I would tell a supervisor that they have now missed their final promised shipping date, they are already shipping new 27th orders yet your 13th order is still stuck in pending, if you haven't already.

I have, a few times already. Doesn't do anything. This entire process has been ridiculous. I've accepted the backorder fiasco -- it happens -- but that phones are in stock and my order is not being processed for reasons Google can't explain, other than to say that an email will be sent to shipping to find out the issue, is beyond belief.

 

[n4limbo]

Yup, heard same exact thing but it seems shipping doesn't bother to answer their emails.