+Andy Rubin +Matias Duarte +Larry Page +Vic Gundotra +Sergey Brin +Hugo Barra +Rob Jackson +Artem Russakovskii +Phil Nickinson +Joshua Topolsky +Christopher Chavez +Chris Sewell +Engadget +Dan Morrill
As a former Android blogger, phone reviewer, and all around champion of all things Google, it saddens me deeply to have to write this. The Nexus 4 launch has been a complete disaster. I really wish it weren't this way, yet due to Google's lack of communication with it's customers, that's exactly the situation we are facing.
From a botched definitive initial launch time, to Play Store crashes, to lost orders, orders in limbo, a complete lack of "first come, first serve" ordering, and flat out LIES to customers by customer service reps, it baffles me as to how Google can sit idly by and not give their customers any type of indication as to what is going on. It has been almost a week since the initial launch, and a large amount of customers have yet to receive a single piece of communication from Google! Not even an order confirmation, let alone any real order/shipping communication. For some, the only record of their purchase is the fact that Google charged/withdrew the money from their bank accounts!
It's 2012, and this is NOT Google's first rodeo. You have launched multiple devices via the Market/Play Store, and every single device launch has been plagued with problems. Technical issues aside, the majority of the backlash against Google is due to the lack of transparency and communication. No company in 2012 operating an eCommerce store of any sort should be allowed to operate this way, and Google is no exception. The mere fact that Google's technical prowess lies in managing data and processing transactions of said data, leaves people stunned that device launches like these continue to happen.
Early adopters continue to be punished, when in reality, they should be the first to be rewarded. We are the 1%. We are the technical elite who mod, hack, and develop for our phones, and for Google's ecosystem. We are the ones who submit bug reports, leverage, and contribute back to the open source community that Android is built upon. We follow the tech blogs religiously and read/write reviews. We are the folks who willingly help our family and friends navigate through the oft-confusing and overwhelming world of technology. We proudly sing the praises of Android, and preach the Nexus name. We are the 1%. The 1% that people say manufacturers "don't care about", or don't design technology for. You see, we always felt that Google was different; that it was a company made up of people just like us. We had always thought that Google not only understood us, but that they were ONE OF US. This is the reason I am the owner of a Nexus One, Nexus S, Galaxy Nexus, and Nexus 7. After suffering through the disaster that was the Nexus 7 launch, and now being subjected to the Nexus 4 launch just months later, I am starting to feel differently about Google.
"I have dreamed a dream... And now that dream is gone from me."
Almost a week has gone by with little to no word on what is happening with Nexus 4 orders. Those who stayed up late, or got up early; those who missed work or school, or hit refresh 8 trillion times to try and get their orders in are now hurt. We feel cast aside by the very same company who we have been trying to reward; not only for their technical greatness, but for their shared philosophy. That is The Open Source Way, and the Nexus 4 launch, has been anything but Open.
Google, your greatest marketing asset the community around Android - the 1% - deserves better. We deserve answers, and you owe it to us to make things right.