08-24-2020 11:54 AM
On Aug 3, mere minutes after annoucement, I pre-ordered the new Pixel 4a phone. From that point, until sometime in the midddle of the night on the 19th, my in-store pickup date was Aug 20 - the phone's release date.
Aug. 20 arrives, I try to get my phone, only to be told the store didn't get their stock, and my new date was Aug 24. Inconvenient, but I'll deal. That pickup date was in the system until sometime last night. Checked this morning, and it's now in a vague "in process status." No estimated date.
Called the Elite Support line. I was told that means they have no stock, and no estimate on getting any in. This was a pre-order!!! The store should have had at least enough stock to cover those.
I inquired about havng one shipped to me expedited. I was unceremoniously transferred to Phone Sales. Rep didn't stay on the line, so I had to tell my story again. Phone sales rep asks for my ZIP, which I provide, and tells me the next closest store (only @ 10 mi away) has 5 in stock. I asked to have my order transferred to that store so I can pick up today. Of course, he can't do that, so back I go to CS.
New rep, I tell the story again. He agrees to transfer the order. I get an email confirmation, which now shows a date of 8/28. What?!? I thought they had 5 in stock? He can't verify (becuase he's not Phone Sales), so I ask to be transferred to a higher level support. Off I go, into the "hold void." 30 minutes of dead air until I hang up.
I decide to call the local store. i know they don't give stock numbers over the phone, but I had to check. 25 MINUTES later, I get an answer. I start to ask, and the lady on the other end starts asking me for the address of the store. I thought I called the store directly? Apparently not! According to her, at 10AM this morning, BB went to a rolling pickup system - whatever store gets to the call first answers. I'm calling about 2 stores in PA, she says she's in northern Georgia. She can't help, obviously.
Tried calling "Elite" support back. Message says my wait will be less than 3 minutes. As I write this, my timer is at 32 minutes. After 15, I called the Elite line on a 2nd phone. That one (also a "less than 3 minute wait") is at 17 minutes and counting. Nobody answering.
So, here I sit. My preorder is gone, with the transfer of the order to a different store. That store can't fill the orders, becuase the on-phone sales guy lied to me outright about their stock level. Can't get through to CS, and when I do, I get put in indefinite holds.
What a disaster. What's the point of a pre-order?
08-24-2020 12:49 PM
08-24-2020 01:23 PM
08-24-2020 05:20 PM
08-25-2020 07:44 AM
08-25-2020 11:47 AM
08-27-2020 11:51 AM
Welcome back to our community, Phanatic.
In my experience, there's nothing really worse when I'm needing assistance than to not have help that lives up to my expectations. Long hold times, inaccurate or conflicting information, and having that feeling of being passed back and forth between individuals and achieving setbacks instead of results is not the experience we wish for our customers to have. Certainly it is not our goal to cultivate ill will as that serves neither you nor us. I apologize for that having been the apparent result of your recent conversations with us.
As regards your pre-order, jdogg836 has expressed well the complications that can occasionally occur so I will not belabor the points he's already made except to say that circumstances beyond our control can prevent us from delivering your order to you on its expected arrival date. Please know that we’re working to fulfill orders for the Google Pixel 4a as quickly as we can. Going forward, I recommend keeping an eye on your email inbox for any updates to your order.
Should you have further questions or concerns, please do not hesitate to let us know. Please know I am grateful you took the time to share your experience with us.