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Nexus 7 shipping woes create Google service nightmare

- July 18th, 2012

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Ryan Obrock from Ann Arbor, MI is mad at Google and wants them to do something about it. In a letter he wrote, he says that after pre-ordering and paying for his Nexus 7 at the Google Play store, which included a $14 shipping fee, he found out that others that pre-ordered via other outlets, like Gamestore did not have to pay a shipping charge and will supposedly get theirs a week before him.

That’s not sitting right with Obrock, so he’s created an online petition at Change.Org asking Google to refund the shipping charges. His beef relates not only to the charge as being unfair, he also feels that Google has “overlooked their most fervent supporters”.

 

A Disgrace

Countless disgruntled purchasers are chiming in. Some are calling it a disgrace; others a disregard for customer loyalty and a knock against early adopters.

So far almost 500 people have signed the petition.

To add insult to injury, one buyer pre-ordered it from the Google Play store and paid a premium for expedited delivery only to find out that another buyer just walked in and picked one up off the shelf at a retail store.

 

So when is delivery expected?

Complaints with respect to delivery delays seem to be more with the 16GB model as preorders for the 8GB model.

In an Nexus 7 pre-order shipping status update, according to Google, in the U.S. and Canada, 8GB models have been shipped. For the 16GB model, In Canada, they’re expected to ship in 1-2 weeks and in the US preorders prior to July 11th will ship by the 19th with a free upgrade to overnight shipping. (Updates for the UK & Australia are also available a the above link.)

If you want to order now, in Canada the Nexus 7 – 8GB model is showing as in stock and shipping time of 3-5 days, while the 16GB model, which seems to be what people are crying about, is showing as shipping in 1-2 weeks.  For U.S. time estimates, please visit their site.

There do not appear to be any shipping deals for us here in Canada and no complaints about shipping charges. We know that if there’s a shipping charge, especially cross-border, we’ll probably pay too much. We’re polite and ecstatic if it’s free or less than expected. Eh!

 

Miscue

It’s sad that Google has executed yet another customer service miscue. I feel for the customers, especially those that long for or are accustomed to the Apple experience. With that said, the Nexus 7 seems cheap, at $209 CDN and $259 CDN respectively for the 8GB & 16GB model and you know who and what you’re dealing with.

I hope Mr. Obrock gets his wish and Google rethinks their shipping strategy. No matter how popular your product is and it looks like this one is getting a good jump out of the gate, in the long term, customers rule and shenanigans like this is bad for business.  But for now if you want one, be patient; But remember; you have shipping to pay if you order through Google Play!

photo credit: Google Inc.

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Greg Gazin is the Real Canadian Gadget Guy.

Follow me on Twitter @gadgetgreg or Empire Avenue (e)GADGET1.

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45 comments

  1. Roger Noble | July 18, 2012 at 7:52 am

    I ordered the 8 GB model through the Play store on July 2. On July 5 I used the Google Wallet Change request form to request the hardware be upgraded to the 16GB model (& I ageed to pay the difference) and received acknowledgement from Google Canada. On July 11 I again used the Google Wallet Cancellation request form to request cancellation indicating that I ordered the 16GB Nexus 7 from Staples on-line for $20 cheaper (no delivery charge) (& received Google Canada acknowledgement). On Sunday the 15th I walked into my local Staples and bought a Nexus 7 16GB that was in stock. Yesterday (the 17th) I received an email from Google that they had shipped “my” 8 GB model. Nobody at Google Canada is paying attention. 1 hour on the phone yesterday on hold finally brought the advice to refuse delivery when it arrives. BTW, great tablet!

  2. Whatever | July 18, 2012 at 9:20 am

    First World Problems…

  3. John | July 18, 2012 at 9:26 am

    I wonder if our world renowned Canadian nice guy attitude is also our weakest attribute when it comes to getting customer satisfaction. In looking over the statement from Google, they’re pretty specific in stating dates and setting expectations, but for Canadians eagerly looking forward to the 16Gb version, we’re left with the assurance is that it “should ship in 1 to 2 weeks”.
    Kind of lets you know where you stand in the pecking order of things.

  4. John | July 18, 2012 at 9:40 am

    Enough of the Apple Fanboy/Girl crap.

    This is exactly something that Apple would do as well and then try sweep under the rug which they do effectively with their huge marketing machine.

    The Apple experience is not always perfect and they are often the last one to admit issues. It has taken them months to address security holes on OSX that Microsoft would address in days.

  5. devini | July 18, 2012 at 10:33 am

    Ordered 16GB the *moment* it was possible on Google Play.
    I could have bought one at Staples w/out a delivery charge last week. Now I will have to pre-order at Staples once I can get my order w/ Google cancelled. What a pain. Last time I pre-order w/ Google.

  6. Greg Gazin | July 18, 2012 at 10:57 am

    I think it’s the double-whammy that really got to people and started the whole thing. Preordering & paying a shipping premium on top of that to do so, some even 2-3 weeks before then finding out others can just way in a get them. How would you feel?

  7. Greg Gazin | July 18, 2012 at 11:06 am

    John, earlier in the day, yesterday, the reports I was reading were saying 3-4 weeks; Add that to the 2-3 you might have already been waiting and you can see how infuriating that still might be to some people.

    It appears that later in the day, at least when I looked, Google responded and lowered the ship time to 1-2 weeks.

  8. Jimmy H. | July 18, 2012 at 12:29 pm

    The worst part is nightmare to try to cancel your order. Good luck try to cancel your existing order with Google Wallet. Phone line is busy and not response to my online order cancel request. I will remove my credit card info. off Google Wallet after this incidident.

    This breaks the trust between Google and Canadian.

    I will not try any NFC/e-commerice from Google in Canada in future as there is NO customer service for Canadian.

  9. holden | July 18, 2012 at 12:52 pm

    Its such a disgrace to the people who preordered it with google!! I placed my order on july 3 and I’m still waiting for it, while my friend just bought one with staples yesterday without shipping fee !! Whiskey Tango Foxtrot !!??

  10. Morris Doecheck | July 18, 2012 at 1:20 pm

    An even bigger issue is that many newer orders are taking priority over orders placed as early as June 27th, the day pre-ordering started. Some people who ordered this Sunday already have their devices in hand. It’s absolutely bonkers the way orders are being handled.

  11. Morris Doecheck | July 18, 2012 at 1:24 pm

    Also Google says you can call and cancel your Nexus 7 order only if you call within an hour of placing the order. It unfortunately takes bare minimum 55-60 minutes to get thru to a person, with some people claiming it took 90 minutes yesterday afternoon.

  12. Billy S. | July 18, 2012 at 1:59 pm

    I live in the US, and I got hosed as well. Ordered 16 GB model just before it was announced that Staples would be selling. Still hasn’t even shipped while 8 GB are in stock right now. Felt pretty deceived because at that time the google play store was the only way to get it. Also, google’s report that all tablets would ship by the 17th turned out to be false. They have since changed that and supposedly mine will come this week. We’ll see.

  13. Greg Gazin | July 18, 2012 at 2:21 pm

    Jimmy, Morris, Billy; Sorry to hear about your woes. Wonder if this will keep people from buying it. Think about future support.

  14. Luis | July 18, 2012 at 4:01 pm

    I bought the Nexus 7 – 16 GB from Canada. I WILL NEVER, EVER BUY ANY DEVICES FROM GOOGLE PLAY, I MEAN NEVER!!!!!! EVER!!!!! In stead I will buy from my friendly neighborhood Staples Store, much faster and cheaper.

  15. VM | July 18, 2012 at 4:47 pm

    I don’t care.

    If I wanted from Staples, I would have had to wait in line…right?

    I would not be guaranteed a tablet…right?

    I ordered from Google, and am guaranteed a tablet in a day or two…right?

    The only miscues are :
    a. Should have mailed out all pre-orders, whether or not they ordered an extra like a case/cable/whatever….just mail out all the tablets now.

    b. Sure it’s a bit of an annoyance that they did not ship out the mail orders first, and make LIMITED store availability possible, but that’s no biggie to me…a miscalculation..

    …but…I think the clamor for it’s release was probably getting so great that they had to just “let it all go now”…

    For me this is forgiveable, since I am able to buy a device that is :
    a. quality materials
    b. cheap
    c. good performance
    d. it’s their first major foray into mass sales…

    Google is a “search” company first and foremost…I can forgive them for this mis-step, but they better learn.

  16. VM | July 18, 2012 at 4:56 pm

    Just want to add…not to try to be a Google-fan-boy…but…

    Looking at the possible explanation, my best guess is the pre-orders surpassed Google’s initial manufacturing allotment.

    They probably allotted a certain percentage for retailers whom they were in negotiations with…so that’s why those retailers had some in stock….

    They probably thought they could do all the mail-orders right away, but the numbers were probably staggering, hence they had to hold off mail order delivery until manufacturing caught up…Asus factories must have been hell-on-wheels kind of place these past weeks…

    Vendors started clamoring for selling/moving inventory…increased calls from pre-order people asking for delivery… and so on…

    I think the dam just burst and Google just had to make as many people as happy as they could….

    Just my thoughts from a not-so-pissed customer…

  17. os | July 18, 2012 at 5:57 pm

    Pre-ordered my Nexus 7 (16G) June 27th. Just found out it will ship within 1-2weeks from yesterday.
    Decided to cancel my order and wait a bit longer. At this point a month or two more or less does not matter.
    I expect ASUS or Apple will compete with a similar 7inch tablet.
    Also when I ordered there was supposed to be USB OTG on the unit, just to find out that USB memory sticks are not supported.
    There will be enough choices relatively soon.
    This is the last time I will pre-order.

  18. dude | July 18, 2012 at 6:49 pm

    This is the first time i’ve ever pre-ordered anything. What a horrible experience. I will never pre-order anything again. I guess its my own fault. I just got to excited after watching the Google IO keynote and figured I could count on google to ship their devices when they said they would.

  19. D | July 18, 2012 at 7:54 pm

    The part that is frustrating to me is the shipping fee. There was no choice, it was automatic 2 day shipping for 20.00. Mine has shipped and is sitting somewhere at UPS and there is no delivery estimate date and it is showing as standard shipping. That’s not what I paid for unless standard shipping is only 2 days. Regardless, I will be giving feedback if I don’t receive it by Friday. There should have been a shipping option, not an automatic charge and it should have been shipped before it hit the retailers so pre-orders would be received at the same time as going to the store to buy one.

  20. T | July 18, 2012 at 8:30 pm

    I am an owner of both android and apple products and i have to say this unprofesional mistake is something apple would never do. You cant ship preorders after they are available in third party retailors..you just cant do that! And as somebody said earlier everybody around the world gets a date for shipping except Canadians who ordered the 16GB thats just pathetic…i am really really pissed off!!!

  21. mark | July 18, 2012 at 9:27 pm

    I ordered a 16gb Nexus 7 and a few other items on June 27. I got tired of everyone else who ordered after I did getting the tablet in the hands before I even get a shipping notice on my order. Called Google today to cancel my order. The Rep said that my order “might” be sent out tomorrow (tablet only) and if I still wanted to cancel. I told him to cancel my order. Basically Google screwed over the people who ordered more. They are sending out tablets only even for people who ordered more than just the tablet. They should have sent it out based on who placed orders first, not how many items people ordered. It was bad customer service and free next day shipping on a product that is already 6 days late doesn’t cut it. At best I would have gotten it 8 days late assuming they would actually ship my order out on the 19th. Google just screwed this up royally. I have no interest in buying pre-order stuff from Google Play anymore. If I buy a Nexus 7 in a few weeks, it will be from another retail outlet.

  22. Greg Gazin | July 19, 2012 at 10:10 am

    VM, interesting take, sound like you didn’t have high expectations so you weren’t so disappointed. I agree they can’t do this again. They do need to plan for these types of situations.

    I think given the circumstance, Google ought have given people an option to cancel any pre-order, if they chose to get it at retail.

  23. Greg Gazin | July 19, 2012 at 10:13 am

    Seems like people are still willing to buy but not directly from Google Play. Hmm…. maybe this sounds like maybe Google should stick with what they are good at and get a 3rd party, or even set up a subsidiary to handle hardware an the like.

    Wonder what support will look like?

  24. DS | July 19, 2012 at 12:56 pm

    Ouch. Never occurred to me there would be problems and delays ordering from the Play store. That would have been my first choice. For yucks I googled (!) retailers who would be selling it in Canada, figuring maybe I could pick one up and save the shipping. Staples offered free shipping. I ordered the 16GB on July 10th and despite their promised date of the 23rd, it arrived on the 16th. Now I feel vaguely guilty that people are having issues.

  25. Greg Gazin | July 19, 2012 at 2:34 pm

    Hey DS, thanks for chiming in. I guess it would be a little salt in the wounds for some, but we appreciate you letting us know where things are at. Enjoy it!

  26. Roger Wright | July 19, 2012 at 8:05 pm

    I ordered my Nexus 7 from staples early in the pre order cycle. I received my Nexus 7 16gb on the 17th. no shipping charge and I could not be happier. Great product. not gloating just letting folks know that the pre order process did work for me in Canada. Cheers

  27. os | July 19, 2012 at 10:31 pm

    Yesterday I cancelled my order with Google on Google play.
    I had placed the order on June 27th. Nexus 7 (16G)
    Tried calling today to make sure they received my cancellation.
    On hold for over 30mins so gave up.
    Received an email tonight that they shipped my unit stating the following: Great news! Your order on Google Play has shipped. Track the status of your package UPS #3333333333######. Note that it may take 24 hours for your tracking number to return any information.
    So I expect that the squeaky wheel gets the grease.
    I am dissappointed if this is the case.

  28. Greg Gazin | July 20, 2012 at 12:42 am

    Roger, glad to hear! Enjoy!

    os, Good Luck!

  29. John | July 20, 2012 at 9:39 am

    Received email stating that my Nexus 7 16 Gb ordered Jun 27th is on it’s way with expected delivery Tues Jul 24th. I notice that Staples.ca is showing stock. I’m tempted to get it today from Staples and reject the UPS shipment from Louisville Kentucky, but what a nightmare I believe that would be in getting my money back.
    This has definitely become a blemish on Google’s 10 points of philosphy, the first one being “Focus on the user and all else will follow”.
    http://www.google.com/about/company/philosophy/

  30. Greg Gazin | July 20, 2012 at 10:22 am

    John, Interesting you brought up the first of the 10 points of philosophy. The second is: “It’s best to do one thing really, really well.” Did they miss their own point?

    Should get it at Staples.ca, it depends on how bad you really want it and what your time is worth for a possible hassle.

  31. Charles | July 20, 2012 at 8:47 pm

    I pre-ordered the new iPad for my mother the same day it was announced. It arrived on the day it was promised which was the date it went on sale in the retail stores. Thinking the Google Play store would have the same shopping experience, I went ahead with the Nexus 7 16GB order.

    I thought it was strange that Google charged for shipping. Apple did not. Despite this, I went ahead as I wanted to try this tablet.

    To this day, I still do not know when I will be receiving it. I am very disappointed with the shopping experience. I would probably never order any hardware from Google Play again.

  32. Forbes Guthrie | July 21, 2012 at 4:17 pm

    I pre-ordered my 16GB shortly after the IO conference and am still waiting for any sort of response. No credit card charge, no shipping information, no replies to my Google Wallet queries. I’m particularly annoyed to hear that when Canadian orders are being shipped, that it is Standard ground shipping which takes up to 5 days. I know they upgraded all the US shipping to overnight, but not so for those north of the border. We paid for 2 day shipping, so why should we accept 5 days. Google Canada have been saying it is not their problem, but customs holding things up. I say, I ordered it from Google Canada based in Toronto. If they have an issue with UPS or customs, then that is there situation to resolve. We paid for 2 days shipping. If they expect it to take 5 days now, I think they have an obligation to refund the shipping charge or provide a straightforward way for customers to cancel their order. They are not providing the service which they made the sale under. Grrrr.

  33. Greg Gazin | July 22, 2012 at 11:15 am

    Forbes, sorry to hear. Agreed, the border thing should really be transparent if you are ordering from a “Canadian” site. If you think you should get a refund, then ask for it.

  34. rej Quebec | July 25, 2012 at 2:02 pm

    watch out if you buy this item from google play. Google is so messed up with shipping that you might end up like me with no tracking number and no way to find out what is going on . Their support service is overwhelmed and did not help at all. I can just imagine if I get a defective product , how complicated it will be to replace it…if I ever get it in the first place. They were quick at getting the money from my credit card though, but for all the rest it’s very lame.

  35. Don Phillipe | July 25, 2012 at 6:33 pm

    I pre-ordered an 8 Gig model almost 2 weeks ago. Google cancelled my order 3 days later for no reason. The only abnormality I could even guess might be an issues was that I had specified shipping to another address as a gift, NOT A PO Box as others have complained about getting their orders cancelled. All of my credit card info was correct, including billing address, zip code, phone number, and security code from the back. I phoned them and they said they had to “escalate your issue to support because we can see no reason why your order was cancelled”. After 6 days now, “second level support” at Google has not responded to me, even to acknowledge they are investigating. I update the case daily via the Gmail option but no one responds. Maybe it is an omen. Shutter to think how getting service or warranty on this would be!

  36. Greg Gazin | July 25, 2012 at 6:39 pm

    Sorry to hear, Don. Strangely enough, for those who said they could walk in and pick it up at Staples, their complaint was that they couldn’t get Google to cancel their orders. Maybe it is for the good. Keep in mind too, they’re swamped and it seems they underestimated what it would take to have a smooth rollout.

  37. Vince | July 26, 2012 at 11:15 am

    A google rep told me they have no answer as to why the shippment is set to standard for Canada. That the only thing they can do is to reimburse me if i refuse the package and send it back to google. What I want to know is why are they so behind with their shipping when they supposedly don`t have any stock left? The very little tablet remaining should be shipped in a jiff IMO. I will only receive my tablet next week and I ordered it on the 6th of July. My buddy ordered it on the 10th and will recieve it before me.

    Still no explanation from Google!

  38. Vince | July 26, 2012 at 1:34 pm

    Haha I found one in Montreal at a Futureshop I picked it up minus the shipping.

  39. Sel | July 27, 2012 at 2:59 pm

    If you pre-ordered and plan to refuse delivery in order to cancel, do NOT buy another one until you have personally refused delivery and know you have managed to do so.

    I was not planning on refusing (didn’t want to deal with another headache) but when UPS came to deliver mine today, they just dropped it off on the porch without ringing the bell!!!

    Had I wanted to refuse delivery I would have been screwed, seems you have to wait out on your driveway in order to guarantee you’ll catch the delivery person.

  40. BrianB | July 27, 2012 at 4:45 pm

    Google Canada is not responding to email, including cancellation requests. Also not answering their phone. Bad news all around.
    I’m cancelling my credit card.

  41. John | July 27, 2012 at 5:09 pm

    Ordered as well said Toronto google address not far from me. Figured it’d arrive in couple days. When UPS tracking showed up it was slowly moving through the US wtf. Should have been looking at staples to take my order. It is a shame the way google handled this.

  42. Greg Gazin | July 27, 2012 at 7:00 pm

    Ouch, sounds like this is still not over. Sel, thanks for the heads up about the no-signature required. Wondered if one could have out a huge big notice on the door?

  43. Greg Gazin | July 27, 2012 at 7:00 pm

    John, maybe the Canadian address is just a mailing address or a local office rather than a distribution point?

  44. Alan | July 30, 2012 at 2:28 pm

    This will be my first and last time purchasing anything from Google Play.

    I was one of the first to pre-order on the 27th and to this date I still have not received my order. I did not mind the 1-2 week delay when they announced it because I understand they received more orders than expected. But patience wears thin when they decide to send you a shipping notice and charge your credit card without a tracking number and fails at responding to my emails.

    It has almost been 2 weeks since they “shipped” it and charged my credit card. Google does not respond to support emails and calling them has proved to be useless. They insist that they shipped it but they can not provide proof with a tracking number because that’s USP’s problem. All they can do is “investigate” while I wait for a package that probably never went out. So much for 2 day express shipping…

    This is by far the worst online shopping experience I’ve ever experienced.

  45. Jay K | September 26, 2013 at 1:01 pm

    Over a year later and they still don’t have it figured out. How does the company that invented a self driving car, Google glasses & the best search engine not give its product delivery the tools it needs to get the job done. I have been in contact with their CSR’s and they have no answers, none….Just textbook responses that tell me they will investigate and get back to me in 7 days. 7 business to investigate where the product is? Seriously? I am embarrassed they put that in writing. To paraphrase the CSR “The shipping department is conducting an investigation to what is going on with the order. I can only do so much. They’ve informed me to tell you they’re conducting a thorough investigation and your patience is greatly appreciated. We could have information before the 5-7 business days but that’s just standard time period.
    Regards, Woodell, The Google Play Support Team”
    Woodell – word of advice dude. Get a job that gives you the tools to do your job. Nothing worse then having to blame your boss for being incompetent.
    Nexus 7 (2013) LTE order lost in process – I am going to search for it with Google Earth and My Google glasses.

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