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19th November 2012, 10:40 PM |#17139  
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This is Jonathan, from Google Play Suport Team.

First, let me start off by extending my deepest sympathy to all the people that ordered their Nexus 4 device on nov. the 13th and still have not received it yet. We at Google Play value your business and are doing all we can to fulfill orders as soon as humanly possible.

Unfortunately, as many of you know by now, the demand for the Nexus 4 device was so overwhelming, that our internal servers processesing the orders crashed, and we had to resort to a secondary processor for said orders. This caused a multitude of problems, including but not limited to duplicate or triplicate orders, missing orders and the such. We understand that you have been frustrated by the lack of information, but again, let me assure you that we are getting everything in order, so that we can process the rest of the orders in a timely fashion. As mentioned in a prior email sent to customers, your shipping fee wil be fully refunded, and we are looking into offering something extra to our affected customers, such as Play Store credit or a free accesory for your Nexus device.

To answer some of the most common questions, if youre seeing a date change in your Play Store orders screen, that means that your order has been revised by our team, and has already passed final verification. You can expect to receive shipment confirmation emails in the very short term (within 48 hours). We do have stock on hand, and will be working troughout the week with our partners to fulfill as many orders as we can.

We will issue a formal statement in the coming hours, so please stay tuned.


Thomas J,
Google Play Support Team
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