Google Tries to Make Up for Pixel 6 Preorder Mess

Posted on October 22, 2021 by Paul Thurrott in Android with 9 Comments

As I noted in my Google Pixel 6 Pro Preview, eager would-be buyers of the new handset experienced horrific problems preordering them, and the issues persisted for several hours. But Google has since tried to make up for this mess, and while the snafu is unforgivable, I appreciate the class the company is now showing to its customers.

The first change came silently in the wake of the Tuesday preorder mess: when a particular Pixel 6 or Pixel 6 Pro model is sold out, Google now allows customers to add themselves to a waitlist, and they will be notified when they’re able to preorder (or, most likely, just order) the exact configuration they want. That’s a nicety Microsoft should look into.

But today, Google posted a support document explaining the steps that users can take to smooth the ordering process. And for those many customers who didn’t realize that they qualified for a free pair of Pixel Buds A-Series wireless earbuds because they were in the middle of an aggravating buying frenzy at the time, Google is going to make things right.

First, the online giant has some advice. It recommends checking your order status and delivery dates because things change, and I can back that one up: The Soft Sage (green) case I originally ordered wasn’t due to arrive until December 9 or 10, but that date has since shifted dramatically and it will now arrive just days after my phone, in the first week of November. Nice.

Google also says that you can get updates on sold-out configurations by adding yourself to that waitlist, as noted above. It will notify you by email when the product is back in stock. You can also check back at the Google Store from time to time as well; I’ve definitely seen different configurations become available throughout this week.

And then there’s the best bit: for those customers who didn’t realize that they qualify for a free pair of Pixel Buds A-Series—a $99 value, by the way—Google says that it will email you by November 3 so you can redeem the offer. As you may recall, I recently reviewed these earbuds and liked them quite a bit.

So, that’s nice. And, more to the point, the right thing to do.

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Comments (9)

9 responses to “Google Tries to Make Up for Pixel 6 Preorder Mess”

  1. crunchyfrog

    Never saw this myself so it must not have been obvious. I still have the original ones but this is a nice freebie I can re-gift.

  2. perception7

    This is great! I saw the promotion but didn't read the details during the ordering mess. I'm glad they are making it right.

    • IanYates82

      Had a similar thing when we preordered 4x Samsung galaxy devices through Amazon back in early 2021. Used Amazon because they offered a free streaming stick with every phone, plus the Samsung earbuds


      After purchase we redeemed the buds but didn't get the sticks. Amazon said we had to *manually* add the sticks to the cart at the same time as the phones. Wouldn't budge on this despite it not being at all obvious during the buying process


      So frustrating. I'd have bought locally instead.


      Good to see Google being better.

  3. zeromus2003

    I wonder how many people realized you had to add them during this horrific ordering process on Tuesday? Its Friday and I am still upset and perplexed how it went so bad. Definitely giving out pixel buds is a cool gesture though.

    • Sprtfan

      Its not like they are giving out free pixel buds to make up for the horrific ordering process, it was a promotion that people missed because of the horrific ordering process. Its good that they are taking care of it but there are basically cleaning up a mess that they made. I think people are giving them to much credit for taking care of a situation that shouldn't have happened in the first place

      • imdamnme

        I agree. They're not suddenly offering anything they weren't already offering during the preorder checkout. For us in Europe we're getting a pair Bose of Bose headphones worth approx. €300. Perhaps it was missed by some due to the frustration and unreliability of the checkout process, but i remember a clear banner at the top of screen offering the headphones.

    • jason_e

      Still upset...lol. I was annoyed for maybe an hour but for days ?? Its a phone. Don't take life so seriously.

      • Sprtfan

        Why would you think I was ever upset or still upset? I was basically dumbfounded by people praising them for fixing a mess that they created.

  4. bhatech

    Nice my free pixel buds A is delivering on Monday and the Pixel P6 Pro (White) along with sage case is scheduled to deliver on Oct 27-28. I dropped by BestBuy to checkout the new phones and the Stormy black really looks good, wish I went with that color now lol. Oh well anyway I'll be in a case so might not matter in the end. But those who went with black coz they were the only color in stock, you won't go wrong and they look fantastic to my eyes.

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