Google's ordering strategy for the Pixel

[Zendroid1]

What is the benefit of doing orders / pre-orders the way Google is doing it for the Pixel vs what Apple does for iPhones?

For Pixels, Google allows you to order only until a certain point then it's listed as not available. Then it comes back for a bit until it's again no longer available. Apple just says order away, here's when we can expect you will get it.

I just don't see an advantage to limiting your orders.

 

[Aquila]

I think they're mortified at the prospect of giving a date and then missing the date. That would lead them to not allow the ordering of units that haven't yet had an order initiated on the supply side.

 

[Jeremy8000]

^^ Apple has a great deal of direct control over the entirety of the production process. Google, in contracting that out to HTC, has very little.

 

[Zendroid1]

It just seems weird to not even allow orders. They could do something like "backordered, delivery unknown" and people would still buy it just to get in queue instead of being left to refresh and check daily. Or even if you order now say "out of stock, estimated delivery Dec-Feb". Just give us the option to be in a queue.

The Waitlist is also not a queue.

 

[Richard Servello]

It's also weird that people that ordered on announcement day got theirs the same day people that ordered two weeks later.

 

[88 FLUX]

In comparison to others, Google is still technically in their infancy with this type of release. Nexus was a much different case with a lower target audience. And the method varied from model-to-model. I don't blame Google for being overly cautious by restricting orders when their queue gets too large but I can see why it would be frustrating. Having been working in the cellular industry when the original iPhone came out though, I have to say that this type of issue is NOTHING compared to what both Apple and AT&T were dealing with.

 

[Impulses]

I think they're mortified at the prospect of giving a date and then missing the date. That would lead them to not allow the ordering of units that haven't yet had an order initiated on the supply side.

Having to set aside a sizeable amount of stock for Verizon (guaranteed to be part of the exclusivity agreement) probably complicates matters even more, and yeah some of that VZW stock isn't even moving but it's not like they could easily shift distribution since they go out with different firmware etc.

That being said, Google still sucks at launches, I'm not even gonna rehash the terrible story of my launch day order gone wrong (2nd order finally went to 'processing')... My Nexus 5 purchase was actually far smoother but I remember every single Nexus since the 4 (maybe except for 6?) being out of stock for weeks at a time post launch.

They've been at this for almost a decade now, it's about damn time they get at least a little better at it, and no... Your site not crashing isn't reason for praise.

 

[Jeremy8000]

That being said, Google still sucks at launches, I'm not even gonna rehash the terrible story of my launch day order gone wrong (2nd order finally went to 'processing')... My Nexus 5 purchase was actually far smoother but I remember every single Nexus since the 4 (maybe except for 6?) being out of stock for weeks at a time post launch.

The Pixel model (excluding Really Blue) has generally been available for order since launch for order from Play and Fi, and for purchase directly from Verizon. Outside of the fulfillment time (which has generally been much faster than the the projected date Google provides), I'd say it's been an excellent launch for a company that doesn't own own its own production and thereby have the option to prioritize that product over others - they are, to a degree, subject to HTC's willingness to prioritize them. Not the same for Samsung, Apple, LG, or even HTC for their own products.

The Pixel XL has very poor availability since launch, but we cannot know how large of an impact was generated by the complete and unforeseeable removal of one of its largest competitive models from the market. While I suspect the XL would have had a smaller production run to begin with, it's not unreasonable to attribute much of its inventory woes to sales generated by the demise of the Note 7.

 

[Richard Servello]

^^ Apple has a great deal of direct control over the entirety of the production process. Google, in contracting that out to HTC, has very little.

Foxconn makes Apple products. What's the difference.

 

[Jeremy8000]

Foxconn makes Apple products. What's the difference.

Valid point. Foxconn is the world's largest contract electronics manufacturer, but that doesn't let Google off the hook.

Then again, Apple, with an indisputably larger wealth of experience in terms of launching phones to the upscale market, was sold out of it's 7+ almost immediately with backlogs of several weeks. While Apple's launch was after the initial recall for the Note 7, so could have gained some additional sales traction as a result of those defecting rather than waiting for the replacement Note 7, it was before the complete recall and discontinuation that would have left the balance of those looking for a new solution.

I'm not saying that Google couldn't have done a better job, but if we're not calling Apple out for sucking at launches, it seems a bit harsh to hold Google even more accountable given their more difficult circumstances.

 

[SteelGator]

The Pixel XL has very poor availability since launch, but we cannot know how large of an impact was generated by the complete and unforeseeable removal of one of its largest competitive models from the market. While I suspect the XL would have had a smaller production run to begin with, it's not unreasonable to attribute much of its inventory woes to sales generated by the demise of the Note 7.

A lot of this comes down to forecasts, and it can be argued that Google does not do that well. This year, they get some slack, because the Note 7 disaster absolutely resulted in unmet demand for a larger phone. The issue they have . . .

Foxconn makes Apple products. What's the difference.

HTC is also making their own phones. I would guess that Google has less ability contractually to have HTC ramp up at the expense of HTC branded phones. I expect Apple has the ability to have Foxconn be more flexible and prioritize the iPhone production over all others.


Still the fact is, they under forecast by a huge amount. Google needs to get their arms around launch day forecast -- do better demand studies or go more at risk with production -- so they can better meet and drive the demand for their products.

 

[Zendroid1]

I wonder if they'll open blue xl again around Black Friday? I ordered it last time only have it be canceled without explanation last time.

 

[Impulses]

The Pixel model (excluding Really Blue) has generally been available for order since launch for order from Play and Fi, and for purchase directly from Verizon. Outside of the fulfillment time (which has generally been much faster than the the projected date Google provides), I'd say it's been an excellent launch for a company that doesn't own own its own production and thereby have the option to prioritize that product over others - they are, to a degree, subject to HTC's willingness to prioritize them. Not the same for Samsung, Apple, LG, or even HTC for their own products.

The Pixel XL has very poor availability since launch, but we cannot know how large of an impact was generated by the complete and unforeseeable removal of one of its largest competitive models from the market. While I suspect the XL would have had a smaller production run to begin with, it's not unreasonable to attribute much of its inventory woes to sales generated by the demise of the Note 7.

This afternoon, after my second order got cancelled for reasons* that no one at Google can still figure out (which has me fuming), I went to check... Because inevitably I'll end up having to place a third one.

The ONLY Pixel that wasn't out of stock or unavailable on Friday afternoon was the 5" Silver Pixel, 32GB ships by Nov 22 and 128GB ships in.4-5 weeks. Can't order any other color, can't order XL... In my book that's crap availability.

*Before anyone asks, it's absolutely not payment related. Both the Wallet and shipping department confirm it's some kinda undeliverable address error with their distributor... Yet I've received 4 other orders (charger + Home + base + cables) over the last month paid for the same way and sent to the same address as my two cancelled Pixel orders.

This whole business of auto canceling orders over system errors and issues is complete crap, it puts you at the end of the line because they can't ever restore a cancelled order and it's a horrible way to treat customers... How about calling instead?

Their support team are all very nice and very competent, the tools and protocols they have to work with however are crap.

 

[Impulses]

I ordered one Pixel at launch day, spent hours on the phone with support when it got cancelled two weeks later, then ordered again on the 24th after they assured me it was just a glitch but I'd HAVE to reorder... And it got cancelled again yesterday after entering processing the day before. Just terrible...

 

[archermoo]

Did Apple change how they do their ordering? Because when I was still an iPhone user it worked pretty much how Google is doing it. They'd release some number of each model as being available to be ordered, and when that number ran out you had to wait to place an order until they had more available.

 

[Jeremy8000]

The ONLY Pixel that wasn't out of stock or unavailable on Friday afternoon was the 5" Silver Pixel, 32GB ships by Nov 22 and 128GB ships in.4-5 weeks. Can't order any other color, can't order XL... In my book that's crap availability.

Not sure why you're seeing that... When I wrote the post you quoted (10:37am ET yesterday (Friday)) the Pixel was available for order (with shipping dates ranging from Nov 22 to 3-4 weeks) in all color and storage configurations except blue (being the only ones completely unavailable for order) from Google Play. Same remains true as I check it right now.

As to 'crap availability' I suppose it's a matter of perspective. It's not what we'd want, as we always want instant gratification, but you can secure your place in line.

Now as to your orders being inexplicably cancelled, that absolutely sucks. With it having happened twice, there's got to be something causing it which Google should be able to define and resolve, regardless how uncommon an occurrence it may be. Google has a smaller inventory set aside with which to resolve DOA and otherwise defective units, and at this point they should be making an exception and fulfilling your order manually from that inventory.

 

[Zendroid1]

Got my wish and ordered my blue xl yesterday and it ships in a week.

 

[bigpapa7272]

This whole lack of stock could have been avoided in two ways number one Google should have released one size of the phone at 64 gigabyte for the launch. Number 2 when the note sevens started catching on fire Google Executives should have picked up the phone and told HTC to ramp up production in September and this whole debacle could have been avoided......... the one thing that's apparent While Google may be a big company and have great programmers, They have some really dumb people in the wireless department that have no clue about forecasting demand. I could have forecasted the demand better and I dont even have a college degree..... Making people wait months for something is not how you make $$$$ it only benefits The scalpers who order something to make a quick buck.

 

[Impulses]

This whole lack of stock could have been avoided in two ways number one Google should have released one size of the phone at 64 gigabyte for the launch. Number 2 when the note sevens started catching on fire Google Executives should have picked up the phone and told HTC to ramp up production in September and this whole debacle could have been avoided......... the one thing that's apparent While Google may be a big company and have great programmers, They have some really dumb people in the wireless department that have no clue about forecasting demand. I could have forecasted the demand better and I dont even have a college degree..... Making people wait months for something is not how you make $$$$ it only benefits The scalpers who order something to make a quick buck.

It's been floated as a theory that 64GB UFS storage modules were probably priced in a less appealing way or even held back by suppliers, which includes Samsung who'll surely want a big quantity on for phone launches coming up in 2017.

As a customer I agree, I would've preferred to see a 64GB base option or at least that the jump to 128GB was $50 instead... I can see the other side of the dilemma where Google is dealing with an ODM (HTC) who's then dealing with a supply chain that might not wanna play ball entirely.

Ultimately it's on Google to figure it out if they really wanna compete in the flagship space tho. There's not a lot of things I truly admire about Apple, I think Tim Cook is nowhere near the salesman Jobs was... But Cook did streamline their stock & distribution incredibly well (even before he was CEO) and Apple has accrued enough leverage to secure multiple suppliers for many parts etc.

 

[Impulses]

Not sure why you're seeing that... When I wrote the post you quoted (10:37am ET yesterday (Friday)) the Pixel was available for order (with shipping dates ranging from Nov 22 to 3-4 weeks) in all color and storage configurations except blue (being the only ones completely unavailable for order) from Google Play. Same remains true as I check it right now.

As to 'crap availability' I suppose it's a matter of perspective. It's not what we'd want, as we always want instant gratification, but you can secure your place in line.

Now as to your orders being inexplicably cancelled, that absolutely sucks. With it having happened twice, there's got to be something causing it which Google should be able to define and resolve, regardless how uncommon an occurrence it may be. Google has a smaller inventory set aside with which to resolve DOA and otherwise defective units, and at this point they should be making an exception and fulfilling your order manually from that inventory.

I'm not lying for dramatic effect, that's what I saw late last night, seems black is back now, XL is still out... We're not a week after launch anymore, we're over a month in, and I doubt they're moving the numbers Apple are. I think they should be doing much better supply-wise... Who knows tho, maybe the Pixel IS wildly successful, happy to be wrong.

Wait times aren't getting any shorter either, still 3-4 weeks or 4-5 weeks... Could be a good sign or a bad one. At least they under promise and over deliver in that regard.

They should definitely be able to handle some FUBAR orders manually tho, but the reps seem completely unable to do so. I've spoken to supervisors, tier 2, shipping department, Wallet department, etc etc. Everyone's hands are tied, like I said, the tools their service staff have to work with are crap.

There's no reason orders should be getting automatically cancelled without first contacting the customer either, specially not weeks after being placed and as they're about to be shipped. Mine is a bit of an extreme case but a whole bunch of other orders were also auto sniped over random payment hold errors etc.

Hopefully they're selling a ton of Pixels via Verizon and keeping stock somewhat more fluid over there that on Play, I know ultimately that probably matters more. I'm desperate enough I'd probably even take the locked bootloader at this point but VZW is the only major U.S. carrier that doesn't operate down here.