topic Re: Pixel 6 Pro in Tech Support

Pixel 6 Pro

JDWATERSTON — Thu, 28 Oct 2021 07:05:49 GMT

Has there been any change with regards to the delivery date of preordered Pixel 6 Pros? I ordered mine on the night of the event, and have not received any dispatch notification, and given launch day is today, I somehow think it's not going to arrive today, despite it saying in the app that it's due today and will be dispatched in time. I received a text saying that sorrys there's a delay, however, there was no reasoning behind the delay nor any estimated delivery date following this.

I've had numerous web-chats, who have been less than helpful and I've raised a complaint about their lack of communication, who outlined that the 'dispatch is in progress', which didn't ask my question and circumvented my question regarding the guaranteed delivery date I purchased the phone under.

I am annoyed at the lack of communication on this one. I'm wondering if there could be an update for myself and others in this situation, with regards to Pixel 6 Pro preorders that haven't been dispatched yet.

Re: Pixel 6 Pro

thomask — Thu, 28 Oct 2021 07:11:27 GMT

Exactly the same story here. Vodafone and Curry's have sent the phones out, while O2 hasn't even acknowledged the topic of delay, which is a little frustrating.

I got this SMS "O2: Sorry it's taking longer than we hoped to send your order. We're still expecting more stock soon. We'll text you again as soon as we have a delivery date." on 21st Oct, which didn't make sense at all since it was a week before the actual release date.

Re: Pixel 6 Pro

JDWATERSTON — Thu, 28 Oct 2021 07:17:44 GMT

This was the text I received also, around the same time, the lack of communication and the whole deliveries 'from' is really frustrating, I'll update if I get any response from my complaint. The whole 'expecting more stock soon' seems to suggest they've really messed up somewhere. It needs to be addressed somehow, I can't see how people who pre-ordered them straight after the event, myself before 8pm, haven't got their orders yet.

Re: Pixel 6 Pro

RussH — Thu, 28 Oct 2021 09:47:25 GMT

I've also ordered straight after the launch event, and received same text on the 21st and have had no communication since. If there has been some delay then it should be communicated.

Extremely unprofessional and poor customer service. Try chat services or online help and just get the same nothing answers.

Re: Pixel 6 Pro

WilliamF85 — Thu, 28 Oct 2021 09:50:34 GMT

Exact same story as above for me, also ordered within an hour of the event ending. Radio silence from o2 regarding this is very frustrating.

Re: Pixel 6 Pro

ShearsNG — Thu, 28 Oct 2021 09:51:09 GMT

Same as the OP for me, zero communication. Even the order tracking on My O2 says that they're still waiting for launch day. When I got my Pixel 4 they updated me at every step so this is pretty poor. Seems ridiculous as the last form of contract I received was the confirmation email the day of the launch

Re: Pixel 6 Pro

madasaf1sh — Thu, 28 Oct 2021 09:54:48 GMT

Google have royally screwed up the delivery process to everyone... some people who ordered direct from Google as soon as the pre-orders opened wont be getting them today.... (i know or 2 people at work)...

The 256GB version seems to have been delayed across all networks (apart from a small number that have shipped)... So blame Google and their rubbish launch...

Re: Pixel 6 Pro

JDWATERSTON — Thu, 28 Oct 2021 11:08:08 GMT

According to the web chat, this lack of communication is 'very rare'.... very rare for a lot of people, i see!

Re: Pixel 6 Pro

JDWATERSTON — Thu, 28 Oct 2021 12:32:06 GMT

Oh yes, Google are at fault for the shipping issues, but the lack of communication is entirely O2

Re: Pixel 6 Pro

madasaf1sh — Thu, 28 Oct 2021 12:45:55 GMT

Communication at VMo2 seems to be an issue at the moment, which is bad for a Communications Company..

@Chris_K @Martin-O2 @lewys-gp @RafaC Any ideas what is going on with the Pix Pro 6 256Gb and the lack of updates to customers??

Re: Pixel 6 Pro

Mister_V — Thu, 28 Oct 2021 13:06:53 GMT

Same issue for me. Ordered the black 128GB pro about an hour after the event and other than a text the day after saying there had been a delay (which made no sense) I have had zero updates. I've spoken to two different reps on the live chat who just say the order is "in processing" which is vague as anything.

Looking on Twitter it seems there are LOTS of people in the same situation.

Re: Pixel 6 Pro

Chris_K — Thu, 28 Oct 2021 14:36:52 GMT

Afternoon all,

I unfortunately cannot speak for all orders as there will undoubtedly be some who pre-ordered while a delivery delay was quoted to them on our website, but we're aware of some Pixel 6 orders not being dispatched yesterday for delivery today as they should have been.

We've identified all impacted orders and a text has been sent (or will be, soon!) to those customers advising of the issue and that their Pixel device should arrive by tomorrow. If your order was one of those impacted, we know how exciting it is to get a shiny new phone and how much you've been looking forward to it, and we apologise for this error on our part :'(

Re: Pixel 6 Pro

JDWATERSTON — Thu, 28 Oct 2021 14:17:35 GMT

Hello Chris,

Thank you for your reply, the first person who I've spoken to today who has actually given an answer, and I appreciate that.

I was quoted today's date, however, have not received a text or and email about an update, or if it's going to be delivered tomorrow. Would it be possible for you to look into this for anyone who asks?

Thanks.

Re: Pixel 6 Pro

TimH — Thu, 28 Oct 2021 14:22:17 GMT

I'm in the same position. Today's date given and no update as to it being delivered tomorrow.

Re: Pixel 6 Pro

Chris_K — Thu, 28 Oct 2021 14:40:16 GMT

Sorry @TimH & @JDWATERSTON - it very much sounds like both your orders are part of the ones that were impacted by our warehouse error, and likely arriving tomorrow. I've just been informed not all texts have gone out yet and some are still being processed, so you'll likely get it soon if you haven't already.

I'll drop you both a PM just to check something.

Re: Pixel 6 Pro

WilliamF85 — Thu, 28 Oct 2021 15:02:43 GMT

Hopefully I'm in the same boat as Tim & JD as above. Fingers crossed for delivery tomorrow. No text as of yet. Thanks @Chris_K for the update

Re: Pixel 6 Pro

Mister_V — Thu, 28 Oct 2021 15:00:54 GMT

Hopefully I am also in the same position as well, I can deal with it being a day or two late but it's the lack of communication that's really frustrating. Thank you @Chris_K for the updates.

Re: Pixel 6 Pro

rickit — Thu, 28 Oct 2021 15:26:36 GMT

Same here mate, I have raised a complaint today exactly the same here

Re: Pixel 6 Pro

rickit — Thu, 28 Oct 2021 15:28:12 GMT

Very rare, they didn't update me either

Re: Pixel 6 Pro

nell13 — Thu, 28 Oct 2021 15:30:24 GMT

Thanks for clarifying @Chris_K I'm another one, of the what seems like many orders, that have been impacted, still no text or update. Any advice for customers who haven't had any updates as yet?