Google’s Nexus 4 situation has been a complete disaster so far.
Between a shortage of supply, an awful online ordering system, and a complete lack of communication from Google, would-be Nexus 4 owners have only had one recourse: Get really, really angry.
Well, Google has noticed that anger and is finally giving its frustrated customers a better explanation for what’s going on.
For starters, it’s blaming LG. “Supplies from the manufacturer are scarce and erratic, and our communication has been flawed,” Google Managing Director Dan Cobley said on his Google+ page today.
That’s no big surprise. Since the beginning it’s been clear that neither Google nor LG accurately anticipated just how much demand would greet the Nexus 4. Google has simply been a victim of its own success.
Fortunately, Cobley says that many more Nexus 4 orders are now in fulfillment, which means that they should, in theory, ship before Christmas.
But what’s most surprising about the situation is that Google is at the center of it. For a company that excels at just about everything it does, it’s strange to see Google so inept in something that most hardware companies have more or less figured out. Google may be great at software, but when it comes to the realities of the hardware world, the company still has a lot to learn.
Here’s Cobley’s complete response:
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.
Photo: Devindra Hardawar/VentureBeat