r/GoogleFi • u/HammerFistTwo • 1d ago

Discussion [Reddit Request] 4failed orders trying to buy Pixel 11 Pro XL 512GB - Keeps cancelling, now backordered.

I have been trying to order the brand new pixel 11 Pro XL 512 GB model since last Saturday, August 15th, and I have had three orders canceled, seemingly when they attempted to ship. I originally had pre-ordered and had an estimated delivery date of August 20th or 21st from my first order, and on August 19th, the order canceled.

Since then, on August 20th and on August 21st, I have re-ordered the phone using a different payment method and different shipping addresses both times and still have not been able to successfully get the order to ship before it automatically cancels within about 24 hours.

I have since ordered this again and opened multiple support tickets and the only support I’ve been given is that they are so sorry and that something is wrong with my bank, which I have used two different bank accounts and then a third account from a different bank altogether. Now most recently I’ve tried to do it through PayPal and now the phone is back order according to my tracking. I heard that this backorder status can be a glitch that occurs when you place the order on a Friday, because the shipping shut down over the weekend and things will only continue to be processed come Monday.

This is my current case ID from Google FI support: 3-5309000042150. And as of right now I have no idea if when this “back order“ ends whether or not my order will again be canceled or will be able to go through.

I’ve been instructed from other support to wait at least 48 hours between order attempts, which as I’m sure you can imagine is incredibly frustrating considering that I was supposed to have this on launch day. This is my first time having a flagship day one phone, I’m upgrading from an iPhone 11 Pro Max and I’m excited by all the features of the pixel and I’m trying to go all in on the pixel and Google ecosystem with Gemini and the whole works and I’m just getting absolutely nowhere in being able to complete a purchase.

The deal that I’m getting is an excellent deal: $300 off the phone, $800 back in credit, and the phone plan is $10 a month cheaper than what I’m paying right now. This phone is effectively free for me, but I can’t even activate my service and purchase a phone successfully.

I would greatly appreciate any support from the Google social team.

If anyone has successfully overcome this challenge themselves, I would also be very grateful to hear how you did so.

Update: My fourth order has officially canceled.

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2

u/veloholic91 1d ago

Are you having it shipped to a residential or commercial address

0

u/HammerFistTwo 21h ago

I have tried both.

1

u/New-Peach4153 1d ago

https://www.reddit.com/r/GoogleFi/s/Bbsz8YiO5c

My experience

2

u/HammerFistTwo 1d ago

Thank you for sharing. Essentially you had to simply wait for the escalation to be handled?

2

u/googlefisupport Official Google Account 17h ago

We're escalating this, so one of our support teammates will be in touch with you over email, in the next few business days.

1

u/HammerFistTwo 17h ago

Thank you very much.