Backorder Thread (Nov 20th and onwards)

[corolla90]

Haha, yeah ... I don't think shipping is responding to emails at all. In any case, just an hour ago, I called and asked to speak to a supervisor. Complete waste of time. He said that he was the one who told the CSR I spoke with earlier today to elevate the issue to shipping and that we'll have to wait to first hear back from them.

 

[tbter]

If you guys have a chance, please fill out this form:

https://docs.google.com/spreadsheet/embeddedform?formkey=dGhucUl4ZGdqS0tyUTNxWlYwLTV3akE6MQ

Here?s the data collected:

https://docs.google.com/spreadsheet/ccc?key=0Al5mowhcpcLkdGhucUl4ZGdqS0tyUTNxWlYwLTV3akE#gid=0

 

[xcla1p]

lets breath some life into this thread. the supervisor (I think?) from wallet emailed me today as a follow up saying he doesn't know was is going on and went ahead and tell me to cancel the order...
and Of course not! Worse come to worst, it will demonstrate how Google isn't bother with me/us. i found a samsung Note to play with at the moment so i ain't too bothered with my limbo state and I bet it is not gonna get resolved soon anytime soon.

 

[n4limbo]

lets breath some life into this thread. the supervisor (I think?) from wallet emailed me today as a follow up saying he doesn't know was is going on and went ahead and tell me to cancel the order...
and Of course not! Worse come to worst, it will demonstrate how Google isn't bother with me/us. i found a samsung Note to play with at the moment so i ain't too bothered with my limbo state and I bet it is not gonna get resolved soon anytime soon.

Sorry to hear.
I figured this was next in my earlier post, I mean how lame can they be, isn't this breach of contract kind of territory?
They have the phones in stock now and they are selling them left and right to people who ordered way after us.
On Monday I think we all should ask to escalate to managers or anything that is above the supervisors.

 

[Gringo11]

I for one have completely given up on this order, but refuse to cancel it so that in a few months I can call Google and ask "what is going on with my order from 3 months ago that was supposed to ship 2.5 months ago?"... I am sure that will be met with blank stares (or the equivalent over the phone), but hey... That said, they will probably cancel our orders before we even get there...

XDA has a thread that details the results of a conference call from a few people in our situation with Google support. It is rather scary and basically confirms that we should not expect any assistance from CSRs. They have absolutely no information and apparently - according to this call - no way of escalating the issue anywhere...

 

[n4limbo]

Wow, great stuff!

Nov 13 Limbo Phone/Email Support Guide
Phase 1, the Nov 13 OCCUPY Google Play/Wallet Phone Support, has ended. We did not get our shipping/tracking info or any promise of discounts, freebies, or partial refunds, but we did learn some stuff that might help others:

Findings
Phone support and email support (http://support.google.com/googleplay...hipping_status) are the same people. They answer phones and answer emails.
Phone and email support is outsourced, cannot communicate directly with Google regarding your order, and cannot communicate directly with shipping regarding your order. All of their available information is: what you can already see in your play account and wallet, what email communications have been exchanged between you and them, and what (if any) communication has taken place between them and the "shipping specialists."
Phone support is 100% powerless to actually do anything to resolve your issue while you are on the phone. If you call expecting resolution while on the line, you will be disappointed. They have very limited options, and none involve letting you talk to someone in shipping, or putting you on hold while they "talk" to someone in shipping on your behalf. You will not be able to receive a shipping confirmation email while you wait on the line. The only things they are able to do is explain the information they are able to see as described in #2 and send a note to the "shipping specialists" requesting that they investigate and respond to phone/email support. Shipping will not respond to you directly, but may possibly respond to phone/email support. If they do, phone/email support may transmit that information to you.
Phone support is 100% powerless to offer any sort of compensation for your situation. They may mention the shipping refund, but that is all they are able to offer. If this is what you are after, see Phase 2.
First level CSRs, those who answer the phone first, cannot see your email communication with Play/Wallet support. They are able to see whether your issue has been "escalated" to "shipping specialists." The are able to escalate your ticket, though not your call, directly to a shipping specialist, or send your call to the second level CSRs. If they escalate your ticket to shipping, they can do nothing else but wait for a response from shipping, so your call ends.
Second level CSRs, aka "Floor Supervisors" can see what first levels see, and all of your email communication with Play/Wallet support. They are able to escalate your ticket, but not your call, to a shipping specialist. This is all they are able to do. Once they escalate your ticket to shipping, your call ends.
There are first-level CSRs with special privileges, known as "mentors" who may refer to themselves as "supervisors," but they are not supervisors.
Any supervisor who claims to talk to someone in shipping while you hold is not telling the truth, and is violating the CS company's policy.
They are able to send you a confirmation email while you are on the phone with them.
If you respond directly to the confirmation email, it will go back to the first level CSR you spoke to on your call. If you ask a Second Level / Floor Supervisor to pend the ticket to him/herself, your email response will also go to that supervisor.
If you call back, your ticket gets assigned to whoever picks up the phone, and you start over with new first, second, whatever level CSR you are able to speak to. One might infer the system is designed to encourage you to call only once, and then to use email to follow up.
~~~The above can be verified by WhenBearsReign and jefferyrbrown1983, who along with myself were on the entirety of the call. CTMeow can verify some, but dropped off about half way through. We are working to bring you the audio recording.~~~

Conclusions
Calling phone support may not be a total waste of your time if the "shipping specialist" has any juju, as it may perhaps possibly who knows maybe free your order up and help it ship faster. On the other hand, as Bear pointed out so eloquently during the call, These shipping specialists are as real to us as unicorns.

Recommendations
The continued ambiguity notwithstanding, the following is prudent:
Call, be polite, and request to be connected to a Floor Supervisor. Stay on the line and repeat your request until you are connected to the Floor Supervisor.
Ask the Floor Supervisor to investigate your issue and to escalate the issue to the shipping specialists.
Ask the Floor Supervisor to assign the ticket to him/herself to ensure that he/she receives your replies via email.
Wait for their response via email confirming that your issue has been escalated to the shipping specialists.
Be polite and end the call.
Follow up with email* as often as you like. *Do not call back - this will literally do nothing but waste your time if you have already completed steps 1-5.
Move on to Phase 2.

Fellas, what is Phase 2?

[Official] Play Store orders & shipping thread! - Page 3208 - xda-developers

 

[WaitingForNexus4]

I hope that someone takes note of the situation and responds. I was patient all this while, but its just not correct to send people phones when some one else has ordered before them and are waiting.

 

[WaitingForNexus4]

I was told to wait till next week end or the week after that to receive my order. We better be compensated for the wait

They really told you to wait 7 more days?

 

[n4limbo]

Great write up with some good tips.


The trials and tribulations of buying a Nexus 4 - Hippowise

 

[xcla1p]

I read on XDA that some limbo people just received the shipping information. I checked my CC and apparently they drop the charge... again.

Let's see whether we will be included in the batch shipping tomorrow or Tuesday.

 

[n4limbo]

I read on XDA that some limbo people just received the shipping information. I checked my CC and apparently they drop the charge... again.

Let's see whether we will be included in the batch shipping tomorrow or Tuesday.

I'm probably going to sell my nexus 7 and the 4 if I ever get it, after this whole mess I really can't stand google, they are way at the bottom of the barrel in my opinion.
You can tell they make all their money off their search engine and could give a rats *ss about customer service, they should just let amazon fulfill the google play orders.
From even before this phone went on sale they pissed me and many others off by selling it at 8:30 instead of 9am as reported by many websites.
Ipad mini is looking better everyday and the unlocked iphones are going on sale.

 

[xcla1p]

I'm probably going to sell my nexus 7 and the 4 if I ever get it, after this whole mess I really can't stand google, they are way at the bottom of the barrel in my opinion.
You can tell they make all their money off their search engine and could give a rats *ss about customer service, they should just let amazon fulfill the google play orders.
Ipad mini is looking better everyday and the unlocked iphones are going on sale.

butbutbut it is the dark side...

 

[xcla1p]

Btw just to be sure, fellow limboers...

Are we all in the U.S.?

 

[n4limbo]

I have to say I was a huge advocate of android after being a Mac person from the early days but Apple understands customer service and exceeding expectations like few other companies in the world.
Google has its hands in way too many cookie jars and this is what happens a when company it is way outside its area of expertise.
We end up being the guinea pigs for its stupid excuse for an online store and non-functional support staff, besides this isn't their first product launch.

 

[n4limbo]

Btw just to be sure, fellow limboers...

Are we all in the U.S.?

I is.

 

[corolla90]

Btw just to be sure, fellow limboers...

Are we all in the U.S.?

Yuppers.

 

[n4limbo]

butbutbut it is the dark side...

Darker than this?

 

[n4limbo]

I was told to wait till next week end or the week after that to receive my order. We better be compensated for the wait

I was told that two weeks ago...

 

[WaitingForNexus4]

Me too

Yuppers.

 

[Gringo11]

Me too

Same here.