In light of Google’s botched pre-order system for the Nexus 4, where the Google Play Store website was brought to its knees due to high traffic resulting in plenty of criticism from consumers, Google has finally responded with a statement. The company’s UK managing director, Dan Cobley, had his Google+ page flooded with unsatisfied UK customers venting their frustration over the poor handling of the pre-order service for the new Nexus devices. After replying with a promise that he will look into the matter, he admitted that the company had let its customers down with its “flawed communication” and “unacceptable” customer experience.
His statement in full:
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.
He also implied that the company is not fully at fault for the shortage in devices. He states that supply from the manufacturer – Korean manufacturers LG – has been “scarce and erratic”. Nevertheless, his reply brought about plenty of relief, as Google has not commented over the matter.
Let’s just hope that stocks for the device will pick up in time to see the Nexus on this side of the world before the end of the year. Seeing as the LG Malaysia Fan Page on Facebook has been teasing subscribers on the Nexus 4, and – crucially – with the device also appearing on LG Malaysia’s product page, we might be seeing it soon.