Could poor customer service be the tragic flaw of the Nexus One "superphone?"
Google's new "superphone" departs from the firm's traditional business model. In the past, Google programmed software destined for other companies' hardware. But the Nexus One stands as the first device to be branded, sold, shipped, and serviced by Google.
That last point has been sticky for Google. "Confusion over who should answer customer queries has led many to file complaints on support forums," reports the BBC. "Many people are unhappy with Google only responding to questions by e-mail and are calling for it to set up phone-based support."
Initial problems mostly fall into three main camps:
1) Disputes over whether customers should be charged the subsidized T-Mobile price ($178) or the more expensive "unlocked" ($529).
2) Complications with T-Mobile's 3G service.
3) Frustrations over Google's slow response to questions.
The latter problem—Google's responsiveness—seems to be the more pressing issue, at least if you go by the volume of complaints online. Google has set up support forums for customer inquiries and has a page set up for those who need a more direct line of contact, but people have found themselves limited by these options. Customers who have already bought the Nexus One—especially an unlocked one at full price for $529—feel they should be able to call a customer support line instead of waiting on Google to respond via e-mail, whenever that may be. Google has said that it may take days to answer inquiries online, but that's not fast enough for dissatisfied customers.