Support for Nexus One Could be Improved for Google Netbook
Posted on 09. Jan, 2010 by Daniel Cawrey in Features, News
So while it is apparent that Google wants to be at the epcicenter of even selling hardware, as the sale of their Nexus One phone on their website shows, it doesn’t appear that their customer service for this product is up to snuff when comparing other wireless providers. It’s being reported that the forums for Nexus One support questions are being overloaded and there is very little in terms of response from Google’s support people on resolutions.
Customer service on the Nexus One support page of Google’s website does not offer a phone number to contact, and email responses that are sent to Google are being responded to in one or two days. Too long, says some of the people over at the official Nexus One support forum.
In looking at the forum, it appears that many of the problems being reported are related to 3g coverage being extremely spotty, and that the phone keeps switching from 3G back to EDGE, which is slower, almost like 2G. Unfortunately for Google, I don’t know how much of this has to do with the hardware or Android, as it may be something that T-Mobile is going to have to address on their network.
And therein lies the problem of Google selling the Nexus One direct to consumers. With Google offering the operating system, HTC providing the hardware and T-Mobile running the network infrastructure, you have a new dynamic that is going on where there is a confluence of factors going into one product. Plus, that leaves some problems out of Google’s sphere of control and therefore is causing customer service problems.
I’m not saying that Google can’t make this right – it just means they need to try to learn from this experience if they want to launch other hardware offerings such as a Google-branded Chrome OS netbook in the near future. Because although that device may reach a different demographic than the Nexus One, it still will require the contributions of several different companies in order for it to be a success.
2 Responses to “Support for Nexus One Could be Improved for Google Netbook”
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exzfactor
23. Jan, 2010
Service support is very important for the success of a product, if the response is too slow , it shows that they don’t even care about their customers. They should change their ways and improve it if they want to succeed selling gadgets.
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