There’s little question that the explosive popularity of the Nexus 4 has led to frustrations as shipping delays and out of stock notices seem to be more prevalent than customers receiving their devices. With supplies of the handset scarce, many are turning their frustration toward Google who is once again suffering from a poor customer service response and not directly tackling the issue in the public arena.
The good news is that at least one Google manager is taking to the airwaves to try to smooth over some of the anger and frustration. Google’s UK and Ireland Managing Director Dan Cobley posted a message on his Google+ surrounding his company’s Zeitgeist end of year compilation which quickly shifted into a discussion about the Nexus 4. As of this writing, Cobley has responded several times and all but directly fingered LG as the delay culprit.
In fact, I’ve grouped all of Cobley’s responses below (again, at the time of this writing, the conversation is still ongoing) and it’s clear that his reaction wasn’t something we’d consider “knee-jerk.” Cobley’s answers are the best we’ve seen from Google yet and certainly count as the highest ranking responses to questions surrounding Nexus 4 supply constraints and poor shipping schedules.
Cobley said that orders placed with a 3-5 day shipping estimate are through and that pre-Christmas shipping orders were also said to be going through shortly. Cobley explained that credits are bring issued to Google Play Accounts for shipping charges. Mind you this discussions is out of the UK but we expect the general conversation applies everywhere the Nexus 4 is available.
You can read all the quotes below and head over to the Google+ conversation to see if any new developments pop up.
TechCrunch via Google+ Dan Cobley
Dear all,
Thanks for your patience and my profuse apologies again for the poor service you have all received. I agree that this is not how we should be communicating with our customers.
I am still waiting for an answer from the team that I think is good enough to share. I hope to get that and share it tomorrow.
Dan
Dear all,
Thanks again for your continued patience. We continue to work on resolving this issue and I am confident that we will have a more definitive message in the next 24 hours.
I can only apologise again for our communications having let you all down so badly through this period.
Dear all,
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.
I am optimistic that we will be able to share some positive news shortly, but I do not want to cause any more disappointment by making a commitment until we are 100% sure we can deliver on it.
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.
Dear all,
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 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.
Sorry again.