[brandall10]

I know on the xda dev forums plenty of people have complained about it through normal customer service channels (ie. where a person is involved, email/phone). It seems some have found success by logging in to their Google Wallet and canceling that way. Apologies if you've already tried this as it may seem obvious - but there are users claim success in canceling orders locked in a limbo state for weeks and re-ordering and getting a phone from a later allocation.

My theory is not they're trying to be terrible, but that they simply do not have the bandwidth allocated to handle a launch of this size... mistakes du jour.

To Google's credit, it does sound like for those who have received a phone with defects they've been pretty receptive in sending out replacements. I don't know why they have that part of the process covered but not the initial procurement.

I feel blessed my experience wasn't too bad (got a weird shipment notification 6 days before it actually shipped) but the phone itself it mostly spot on.

[pja]

I don't know why they have that part of the process covered but not the initial procurement.

Because the cost to Google if they don't is huge: credit card chargebacks are very expensive for the vendor. Then there's the PR cost of having hacked off customers complaining all over the net about receiving broken goods and being given the run around by Google.

Far better not to ship anything at all than to ship something broken and then refuse (by inaction) to do anything about it.