Google has created quite the debacle in the process of selling the ill-fated Nexus 4, with customers facing a frustrating and absolutely embarassing ordering experience through the Google Play Store. And, customers in the UK who had been promised an early shipping date, quickly found the shipping window had passed, despite any notification from Google.
Customers went on a justifiable rage, trying their hardest to get in contact with the head of Google UK, Dan Cobley. Thankfully for customers, Cobley has now responded to the thousands of complaints, offering an “unreserved apology,” as well as a notice that shipping refunds would be provided.
The letter reads:
I know that what you are going through is unacceptable and we are all working through the nights and weekends to resolve this issue. Supplies from the manufacturer are scarce and erratic, and our communication has been flawed. I can offer an unreserved apology for our service and communication failures in this process.
For those that originally received a 3-5 days shipping estimate, your orders are now in process for fulfillment. You can expect an email notification early this week which will include tracking information. Although you will be initially charged in full, you will receive a credit for the shipping charge soon after.
For others that received pre-Christmas shipping estimates, we anticipate processing your orders for fulfillment this week.
I realise that the people who ordered the Nexus 4 so early are among our most committed and loyal users and we are doing all we can to put things right.
So, if you ordered your Nexus 4 with a shipping estimate slated for before Christmas, your order will soon ship out. Other orders have not been addressed, but were sure more information will arrive as Google gets an idea of what it is doing.