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MrButler
Founder
Founder

Not shipping in order of purchase

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I ordered FE and a wasabi controller on June 6th with a current listed delivery date of Nov 27-Dec 2. It is pretty clear at this point orders are not sending based on time of purchase. What is going to be done to correct this since I am not the only one having this issue as reported on the Stadia sub Reddit. Contacting Google Store Support has only  told me they will be shipped by when they are ordered which appears to be objectively wrong at this point and when it was escalated I received one response saying they would be able to get send it with the original delivery date (6 days ago the delivery date moved back a week for unknown reasons).

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MrButler
Founder
Founder
My saga had an ending today. FedEx had reported the package was left at my door. That was incorrect. I checked with the office manager Friday, but it wasnt there then. After customer support asked to verify my shipping information this morning I asked them to ship it to a PO box I have which receives packages since I would be out of town this weekend if it was shipped again. I checked with my office again mostly to see if they would accept the package if needed when I was gone and found that the package ended up getting delivered to them sometime after Friday. I dont know if it went to another door and dropped off later or the delivery was corrected later. I just new it wasnt there Friday when I got other packages and it wasnt left at my door as indicated by FedEx. So it was a delivery problem. So I finally have my founders edition and extra controller. I still am not happy about when my order shipped and now Im frustrated with FedEx, but my main area of frustration is finally over. I contacted Google Shipping support as soon as I verified.

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34 Replies
Ivan
Platinum Stadia Guide
Platinum Stadia Guide

Google may intend to ship orders first come first serve, but in reality, it really depends to those people that are actually processing the shipments in the warehouse. In this case it doesn't sound like they're following the protocols, so we see much later order date got shipped first. It's unfortunate really, but things happen. Hopefully you'll get shipping notification soon and get the activation code (which at the time of this post, I don't think anyone got it yet) so you can play right away.

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Stadia Guides are not employed by Google. Opinions are my own.
2 Kudos
bruneeto
Founder
Founder
Still no confirmation or code :disappointed_face: ordered june 7th I don't like google anymore :face_with_tongue:
1 Kudo
MrButler
Founder
Founder

Google is in charge of shipping the orders so Im not going to give them a pass. Especially with how often they said FE would be shipped by when they were ordered. I understand limiting features at launch. Google shipping is not brand new so there isn't an excuse for this since they have been shipping hardware for years. Right now my expectation is they will communicate what they are doing to resolve the issue. They have been made aware of the problem with no response.

4 Kudos
Kora
Founder
Founder
That may be true for the actual hardware, but it is not true at all for the Access Code so we can reserve our Name! Google has full control of this. I order mine on Jun 6th at 12:22 EST, is the presentation was still going on. I have yet to get a code, over an hour after the service went live.
6 Kudos
Woody
Community Member
For physical hardware that's one thing .... why not at least send the emails in order? Wasn't part of the advertisement to lock in your unique name?
9 Kudos
DarXyde
Founder
Founder
Agree with @Woody, feels a bit stupid that someone ordering on 10 June to already have the code, while others who ordered 4 days earlier do not yet... wish someone from Stadia would care to comment.
6 Kudos
Markus
Community Member

Will give a free hug to google support if they will send me my code now :beaming_face_with_smiling_eyes:

Welcome to the STADIA side of life! Add me: Bl4ckP41nTER
0 Kudos
Shingo
Community Member
This launch is worse then Anthem.
4 Kudos
Skelowar
Community Member

I also pre-ordered on the 6th of june. and now on release day i don't have anything. no code no shipment yet and my credit is not even charged yet (payment is reserved though). Why do people who reserved much later then us already have codes and shipments? i'm very disappointed :disappointed_face:

4 Kudos
MrButler
Founder
Founder

I have contacted Google Store Support again and was told delivery starts today, blah blah blah. I asked to have it escalated after pointing out that access and shipping for Stadia clearly is not going out in order of Founders Edition sign up. I plan on following up regularly. I don't even have a chance of getting my code yet since mine has not shipped. Who knows how long I will have to wait after it ships to  get a code since even those are not going out in order of signup.

Unfortunately this is a case where contacting Google Store Support will probably do nothing but put you in an email queue. 

4 Kudos
Guthix
Community Member
Blatant lying and misleading advertising to lure in buyers.
2 Kudos
Badger
Community Member

Pre-ordered on June 6 within 30 minutes of receiving the announcement email - no shipment, no code.

2 Kudos
Forerunner
Community Member

Ordered FE and wasabi controller Jun 7. FE shipped yesterday, wasabi has not shipped yet, estimated Nov 25-26. No code yet.

2 Kudos
MrButler
Founder
Founder
Im jealous, I had the same order as you Hawkeye only a day before you with nothing shipping at all.
1 Kudo
lethargicgeek
Community Member
Ordered June 6th as well... no code
1 Kudo
McTrent
Community Member
Same here, ordered right after product went live, no code
1 Kudo
bavetta
Community Member

I also ordered the Founder's edition and Controller (clearly White) on June 6th, and my order says "Delivered by Nov 27 – Dec 2". The order was 5 months ahead of the launch. I have not received a code. Is this expected?

2 Kudos
MrButler
Founder
Founder

On Reddit a lot of people are reporting later shipping dates when they also ordered an extra controller like myself. I ordered the same day and have the same delivery date. 

1 Kudo
Cole
Community Member

@bavetta @Badger I'm in the same boat. I ordered as soon as the reveal finished, but ended up with the Nov 27 - Dec 2 window and no shipment email yet. @GraceFromGoogle is there any way to investigate why orders made on release day would have estimated deliveries so far after launch? I've talked to Google Support and just been told "Orders are being shipped in the order they were received."

EDIT: Received my "Order Shipped" email at 18:31 PST. Just waiting for my activation code now!

Tags (1)
1 Kudo
MrButler
Founder
Founder

@ColeDid you order a second controller by chance?

1 Kudo
Cole
Community Member
@MrButler no, just the Founder's Edition. I did see some people on the subreddit with the same window who ordered second controllers though.
1 Kudo
Badger
Community Member

I've checked my credit card statements and they charged me two days ago already. I reached out to support and they said I should only get charged once shipment goes out. They said a "specialist team" will get in touch within 24-48 hours... Fingers crossed.

0 Kudos
Guardian
Community Member
I missed on getting my preferred username, because of the code fiasco. Maybe next launch I guess
1 Kudo
aggamarcel
Community Member

Same here, June 7th. No shipping notification, no code. 

Support: "Kindly wait for 24h-48h". (I spent 1:40h in the phone to get finally this answer)

I want to know how to put an official complaint to google? Any ideas?

At this stage, I don't have shipping or code yet, I don't have news of when I am going to get it. 

I don't have any compensation for the waste time or for the false advertising.

 

photo_2019-11-20_11-53-45.jpg

2 Kudos
MrButler
Founder
Founder

Update...  New day, no new information. The pending charge on my card expired (it had an expiration date of today listed on it the 3-4 days it was pending). More people are posting their shipping information with orders after mine which is awesome. I guess another ""small fraction" of people are shipping out of order again.

Open requests to CS, I get canned answers that don't address my specific complaint. I post here and find other people in my boat or similar with no help. I tweet at Stadia because they appear to reply to some people, guess I'm not lucky enough. 

1 Kudo
Badger
Community Member

No change in status for me today either. Frankly, every Pixel phone launch has been like this too. I'm just waiting to offer the founders edition for 20% off on Black Friday...

0 Kudos
MrButler
Founder
Founder

Last year every person I know that got the Pixel 3 got it pretty quick with an accurate shipping information. My coworker who ordered the day after me temporarily had an earlier shipping date, but mine came before his.

0 Kudos
MrButler
Founder
Founder

New update. I finally got my shipping notice about 20 minutes ago. I had just emailed the CS person that I had been escalate to again about 10 minutes before it changed. Maybe they did something for me, maybe Google just realized my order existed after all. Now I guess I get to play the code waiting game.

Fun fact, my pending charge on my card is no longer listed. It was showing an expiration for today for the 3-4 days it was pending so I dont know what to think about that.

0 Kudos
Maaseru
Community Member

It is very clear that they are not shipping or sending codes in the order they were purchased. 

And instead of handling the issue by just sending everything out or going from where they are trying to do the stupid thing of trying to get back into the order most likely causing bigger delays.

The handling of this launch has been one of the worst things I've seen in software since I've worked in supporting it. Someone might get fired over this one for sure. 

 

 

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