The Head of Google UK apologizes for the epic mishandling of Nexus 4 orders

December 17, 2012
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dan Image Credit: Twitter

Google indexes billions of websites every day without breaking a sweat. They serve an ungodly amount of video on YouTube, again, with little to no effort. But when it comes to online sales, they’re about as useful as your typical scam artist on eBay. People who ordered the company’s newest flagship smartphone, the Nexus 4, were subjected to shopping carts that mysteriously emptied themselves, web forms that were unresponsive, and for the lucky few who successfully got their orders through, they’re now facing delays. This is downright embarrassing for a company that advertises itself as being the backbone of the internet. Dan Cobley, the Managing Director of Google UK and Google Ireland, offered this statement regarding the situation:

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.

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

We’re not going to roll over and accept this apology. Google should have known what to expect. It’s common knowledge in the mobile industry that there are really only three phones that matter in any given year: Apple’s newest iPhone, Samsung’s newest Galaxy S, and the latest Nexus. And forgetting about demand for a second, why was Google’s order page so fundamentally broken?

Not cool.

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