Google UK head: Sorry for Nexus 4 debacle (but it’s LG’s fault)

December 17, 2012
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LG is to blame for "scarce" Nexus 4 supplies, Google UK and Ireland managing director Dan Cobley claims, though the exec has apologized for Google's poor communication to pre-order customers. "I know that what you are going through is unacceptable and we are all working through the nights and weekends to resolve this issue" Cobley insisted. "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."

Cobley had been challenged by frustrated Nexus 4 preorder customers on Google+, some pointing out that their orders - placed during the initial round of sales - were still to ship, whereas some who had bought the Android phone more recently had already received the device. Google has struggled to keep any stocks of the Nexus 4 on hand, with supplies generally selling out in under an hour.

According to Cobley, those who were originally notified of a 3-5 day shipping estimate can expect their orders to go into fulfillment imminently. Those, meanwhile, who had been told to expect a pre-Christmas deliver should have their orders processed by the end of this week; it's unclear whether that means the deliveries themselves will occur before December 25th.

There'll also be a round of shipping fee refunds, for those with 3-5 day estimates at least. As for the biggest question of all - when Google will have steady supplies of the Nexus 4 - that's still a mystery. Earlier this month, LG would say only that the phone had been "extremely popular" hence its rarity.

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.

Dan

[via SlashGear]


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  • Wanderer

    If this is true, then they really screwed big time. Some execs surely ate their prides in this.

  • HenryR

    Lesson learned, don’t do business with LG.