Google Still Apparently Sucks at Nexus Support
Customers Aren't Entirely Sure Where Nexus 4, 10 Orders Are
While Google's recent launch of the Nexus 4 smartphone and Nexus 10 tablet
was generally met with enthusiasm (aside from the Nexus 4's lack of LTE
), there's much less enthusiasm surrounding Google's post order communications skills. Numerous buyers of both the 4 and 10 are stuck in a sort of order purgatory
, completely unsure when they'll get their devices. While some users have received their hardware, many others are being given phantom ship dates, no ship dates, or no useful information at all:
I was fortunate, or so I thought, to place an order within seconds of the order button going live. Placed my order successfully and received an email confirmation within a minute. The information presented in the confirmation said to expect two day shipping on the 15th.
Well to date despite numerous emails and phone calls, there has not been a device sent. Google has said persistently each day to expect a tracking number that day but never did it happen. I subscribe to a forum called xda developers and on there I saw many people who had placed orders well after I had receiving their orders. Also on xda I was able to see many others who ordered in those first few minutes who also had not received anything but the initial order confirmation who also had been given the same run around by google CSR.
Threads over at the XDA Developers forum
certainly show mixed results, with at least one user
being given shipping information on his Nexus 4 -- despite the fact he ordered a Nexus 10.
It appears that while Google makes some nifty hardware (the Nexus 10 is even "extremely repairable"
, if you can believe such a thing), they're still not very good at supporting the customers that buy that hardware. That's a problem of course, given Google has consistently insisted they want to shake up the carrier handset model by selling unsubsidized devices direct to consumers. That's obviously not happening if Google doesn't stop sucking at customer communication and support.
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Re: Google has to take a lesson from Amazon.com What they need to do is simply let Amazon do the orders...
Get out of this all together... pay Amazon 7% or whatever and let them deal with all the logistics.... dump pallets of the phones on the dock and let them take care of the rest.
Or better yet let Woot! run the first run out the door the king of one item sales then handle it after that first influx.
There are many BETTER ways to do this Google just uses the worst possible way.
Of note... Limbo order 8:44 8gb received my shipping notice 15min ago
Arrogance It really has to do with this. Google is a king when it comes to ads, but a seedling when it comes to e-commerce. Their support for all of their "beta" products has always sucked. I have had numerous bugs with google wallet and goole play. It's still beta. Google wallet drained my nexus 7 battery dry 3 times.
SOLD OUT - WTF does that mean? You can't get in a simple queue. I know people who waited 1 month no problem for their Iphone 5. Does that mean the dollar store is out of socks?
Itunes on the other hand...Read the 100 pages of TOC and it works. They even batch up your purchases to save money. Gotta problem, call Apple or roll to the store. Question answered. Want this. Ok no problem give me your Apple ID. It'll be there in 3 days.
So while Google hardware is starting to kick Apple's a$$, the rest of the experience is like going to the dollar store. It's like buying a Ferrari from Billy Fucillo....It's HUGE.
Google voice hasn't had an innovation in years. Something broke. Post it, ok maybe we'll think about fixing it you sniveling sack of water.
After many gaffes, I simply bought my Nexus 7 at OfficeMax. Interestingly enough the employees didn't even know they were in stock. The online inventory system did though.
So I learned that Google since the days of Nexus sucks at logistics, and apparently should have teamed up with someone with experience at it--say amazon. But I don't think Bezos would be too keen on that. But since they can calculate the meaning of life, they know everything.
The things keeping me from buying it:
1. By far number one - No sd slot. I like my music in house. 16 GB is barely passable. I slapped a 32GB drive (which I paid $25 for) into a two year old phone. Not an Apple charm I like.
2. No removable battery. I keep my phones until THEY die, not the battery. Sealed batteries is like going back to Adam and Eve (catch my drift guys ). At least if it were waterproof that would at least be an excuse. To save a mm, who give a rats a$$. I don't remember ever ONCE anybody complaining about a removable battery. Get that google, get your head out of your a$$.
YOU ARE TURNING INTO APPLE, BUT GHETTO.