Google swamped with Nexus One complaints

 

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Posted on 12 Jan 2010 at 14:22

Google is being swamped with complaints from users of its brand new Nexus One phone, which it announced on the eve of the Consumer Electronics Show in Las Vegas.

The touchscreen smartphone can be bought directly from Google and used on just about any network

However, the internet giant is only responding to support queries via email and there's a distinct lack of phone-based support. Apparently, Google is too cool to use the phone.

The confusion over who handles customer service for the phone has led to customers complaining on Google's Nexus One support forums, which are quickly filling up with complaints.

The top query, which has over 600 responses at the time of publication, complains about intermittent 3G coverage. The next most popular query, with over 550 responses, is about how much existing T-Mobile customers should have to pay for the phone.

Only new T-Mobile customers can get the phone for $179, while other T-Mobile customers may be eligible for a smaller discount from the $529 SIM-free price, depending on the age and type of plan they're already on. Existing T-Mobile customers understandably don't want to have to jump through hoops to keep their existing number, but they're not prepared to pay more than twice as much for the same phone - and nor should they have to.

Google is planning to launch the phone in the UK with Vodafone, but the two firms haven't announced pricing or launch dates. Brits are still buying the phone directly from Google though, but have been inundated with problems and a lack of responsiveness from the internet giant.

The firm said it would answer technical support queries via email, although any response would take "a day or two" to arrive. Mobile phone companies don't work that way though, as customers not only want a more personal experience, but also want their problems fixed as quickly as possible. The problem isn't helped by T-Mobile and HTC bouncing customers back and forth with conflicting information about the Nexus One.

The lack of responsiveness appears to be a common theme amongst the threads on Google's forum though and those complaining reckon that Google could and should have stumped up for a dedicated support line for the Nexus One - especially when you consider its $529 (£385 inc VAT) asking price.

Despite all of this, Google is adamant that this is a new way to purchase and support a mobile phone and that it's committed to ironing out the kinks in its system. Unfortunately, it seems that Google isn't listening to its customers and the lack of frontline support could be the Nexus One's Achilles heel.

Author: Tim Smalley