Google Pixel 3 / Pixel 3 XL Pre-Orders & Reservations

[JeromeM]

Does Rogers usually do pre-orders for Pixel devices? I know usually Samsung and Apple but wasn't sure on Pixel.  Looks like it will be available on Nov 1st in Canada and I want to make sure to have WiFi Calling so would rather order from Rogers.

Thanks,

Jerome

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[synflux]

I just got off a chat with one of the rep agents and apparently the shipment of the pixel is currently on hold due to high demand. Suppliers are having difficulty keeping up with demand...

[Ronux25]

That's all fine and dandy but isn't the point of pre ordering a device is to guarantee you get it before or on release day? From the sounds of it I could walk into a Rogers now and get a device instead of waiting for shipping. 

[synflux]

I agree with you. This has been an extremely frustrating situation for me as well. I thought of the same thing where I would cancel my pre-order and just walk into the store to grab one but it's too late now as I would lose out on the Pixel Stand promo. This has been an eye-opening experience for me as next time, I will put in to pick it up in the store instead of relying on them to ship devices.

[JeromeM]

When I was following the iPhone 10s pre order thread WAY MORE people pre ordered and other than those who had business accounts wasn't too much talk of not receiving their devices. We have had this thread for just over 3 weeks and we are at 7 pages, that's not a lot of activity at all and it boggles my mind that they haven't shipped my device and they also can't give me any information at all. I asked Rogers yesterday when I called what the point of me giving them $857 3 weeks ago was and they didn't have an answer. Now I can't see a way to cancel either and since my "payment" of the device is just a payment on my account can I get that refunded back to my credit card?

My main reason for cancelling is I'm done with Rogers and I needed to pay $230 device balance on top of the phone price and I don't want to lock myself to Rogers anymore. This is a disaster, iWatch LTE a disaster, no eSIM for Android watches just brutal all around.

[synflux]

Well thing is Rogers has a deal with Apple so you won't ever see them be short on their devices. You noticed how they constantly push for iPhones even when you call in to inquire about other devices? They really dropped the ball here with the communication. At the very least, they should be giving us the promo codes for the Pixel Stand so we can go ahead and place the order while we wait for them to get their act together.

[darthsega]

I only put in my pre-order on the 30th of October.  I was #46 in the queue for the Black Pixel XL 128GB.  My order still shows "pre-fulfilment".  Yesterday I contacted Rogers via Chat and was told that my order was complete and that it had shipped at 11:40am.  I never received an email with any shipping details. 

This morning I got an email that said I was now #45 of 47 somehow.  So I contacted the Chat again and was told this time that I should wait 3-8 weeks for my device.  When I asked why so long and why the different answers I was told to wait 1-3 weeks for my device.  I asked why the difference in the current answers and was told to ignore the previous chat.  I then called in and a business specialist said they could only see what I could and had no idea where the others were seeing the info.  This is a terrible experience. 

When I pre-order something I expect at the very least to have it shipped the same day as release.  Is Rogers trying to tell me that they don't have 47 Pixel XL's for all of Canada?  Are they trying to tell us they have no idea what is going on with their stock so much so that they can't provide an update or an expectation of when the devices will ship?

[IainS]

Had all these same issues with Rogers on the pre order for the Note 9 as well, If you are ok with not getting the pixel stand then go into a shop and see if they have stock, and buy and cancel your order.

[Ronux25]

I figured if I don't have any communication by Monday I will give Rogers a call. This is pretty nuts. This is potentially even worse than when I had to wait nearly a week for my original Pixel, 2 years ago. I feel if there was some sort of delay they should of sent out a mass email to anyone affected. Instead they just keeping quiet.

[IainS]

I also believe there is a delay in delivery of Pixel 3 Xl 128GB version from Google, even if order from their website is a 3 to 4 week delivery on that device still.

[Ronux25]

Perhaps. I just find it strange because I have been following /r/GooglePixel on reddit and it seems most people have already received their devices from Google, Bell and Telus via Fedex. I pre-ordered the night of the announcement. Feels like I should of been one of the first in line, we all know the Pixel devices aren't nearly as popular as other phones so I can't imagine there are any availability issues.

[IainS]

Rogers, seem more and more to be on the Apple ship, I had issues with my Note 9 pre order and since then do not pre order anything from Rogers. I have been completely dissatisfied with my LG G7 and just upgraded to the pixel 3 xl. I will not buy any more devices from Rogers again. Next time my plans are up for renewal i will not renew them. At this point it is cheaper for me to purchase a plan in my home country of the UK and use that here with roaming turned on.

[npisano]

Just wondering, are all these delays for orders being shipped to home? I tried that last year for the Pixel 2 XL, to "get it sooner". It turned out, UPS was backlogged and my shipment got delayed to the following day. Meanwhile, my local store had stock on launch day. This year I decided to pre-order for in-store pickup. I had the phone by 11am on launch day. I didn't have to pay up front. I didn't have to worry about phones being stolen in transit, or delays in transit, or Canada Post strikes! It was a much better experience.

[JeromeM]

@npisano

Yeah ship to home, it seemed to work fine on the Apple pre order so I figured I would be ok :S this is probably the 7th pre order I do with Rogers and the rest were all ship to store with no issues but when I saw I wouldn't have to deal with going to a store I figured it would be better, guess not.

Still no account changes or shipping info sent, to me that's completely unacceptable.

[Hppufrhh]

Just talked to customer repressive, and got transferred to one of the management employee of Rogers. And guess what, came to know that my preorder was never processed, was stuck in limbo. He reordered it for me without losing my position and guaranteed that device will be shipped without 48 hours. Unbelievable from Rogers.

[Ronux25]

Interesting. Perhaps when I get home from work I will have to give them a call.

[hi123456]

Spoke with Rogers CS today, was told by the first agent that he couldn't tell me anything as he didn't have access to the right databases.  Told me to hang up and try Rogers CS via online chat.  I told him to escalate the call, he said they wouldn't be able to tell me anything different...I told him to escalate it anyway and let his manager tell me that.

He escalated the call, kept me on the line for another 20min while he "filled out the escalation form" then started getting chat responses from the manager and relayed them to me.  I was getting annoyed as this is all coming second hand so I said please just transfer me to the manager.  He said ok, took another 5min to do this as he said their system was not working well today due to all the calls about bill payments and....he never finished the sentence, but I can read between the lines...hahaha

Finally spoke with the manager, she told me that my order was being packed at a warehouse in Mississauga and that I should receive UPS info by end of today or tomorrow.  With my device showing up either end of the week or early next.  She couldn't tell me why my order was so delayer, I ordered on Oct 10th, but she offered a bill credit to help compensate.  I asked why is this any different than any other pre-order and she couldn't give me an answer other than that there were a lot more orders than normal.

All I can say is hang in there people, they are coming.

[darthsega]

Thanks for the update...more than we're getting from Rogers!  Just had a qq.  What model did you order and what storage size?

[hi123456]

Black Pixel 3XL 128GB.

[darthsega]

Thanks again. I ordered the same and hope that your answer goes for me as well.

[hi123456]

Just got confirmation from Rogers that "they made changes to my account". Shows the device charge. When you get that email you know you should get a tracking number soon after.

[hi123456]

I ordered mine October 10th.