Google has put the blame for substantial shipping delays of its Nexus 4 smartphone firmly on the shoulders of the device’s manufacturer, LG.
Writing on his personal Google+ account the Managing Director of Google UK & Ireland, Dan Cobley, said that the “unacceptable” delays were being caused by supply issues from LG.
Offering an “unreserved apology” to those that pre-ordered their Nexus 4 devices he said that both Google and LG are “working through the nights and weekends to resolve this issue.”
Google says that demand for the unlocked phone far outstripped supply soon after the pre-orders system opened.
The Nexus 4 launch has been bugged with delays and confusion on both sides of the Atlantic. Such is the mess over the orders system that customers that pre-ordered their phones on launch have yet to receive theirs but some customers who ordered their devices after the official launch have already received theirs.
Cobley’s apology has received much media attention due to customers’ criticisms that both Google and LG have been lax in communicating the reasons for the delays. Describing the companies’ communications as “flawed” Cobley says that they realise that those that pre-ordered their Nexus 4s are some of Google’s most ardent fans.
He did offer some light for frustrated customers in his apology note. Cobley says that orders are now being fulfilled for customers that received a 3-5 day shipping estimate. Those that received pre-Christmas shipping dates will have their orders processed this week.
Cobley’s note (which appears as a comment on his Google+ page) reads
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 fulfilment. 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 fulfilment 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.