retroremakes
January 13th, 2010, 07:05
http://cache.gawker.com/assets/images/4/2010/01/500x_500x_nexusonereview_4.jpgFor a company that's invaded our lives as much (and as well) as Google, the one thing they've never had to do is provide customer support—until now. And Nexus One (http://gizmodo.com/5443835/nexus-one-review) owners are paying the price.
Selling an actual product to actual consumers is a very new game for Google, and if the myriad messageboard complaints and now a New York Times piece are any indication, the company is making the kind of toddler missteps you'd expect. Google sells the Nexus One (http://gizmodo.com/tag/nexusone/) exclusively, but haven't set up a system of customer service (http://gizmodo.com/tag/customerservice/) that's anywhere near adequate for a product as buzzed-about as the Nexus. There's no way to contact Google by phone, and email responses are reported to take several days for a response. That's a huge problem for Nexus One owners.
We like the Nexus One a lot—Jason even called it "the best Android phone" on the market (http://gizmodo.com/5443835/nexus-one-review)—but if Google doesn't get their shit together and start providing the kind of service smartphone owners have come to expect, it'll prove a serious setback for not just Google but Android as a whole. We hope they work it out—they're working to reduce that several-day delay in email response to a few hours, but it better happen fast if they don't want people to lose confidence. [NYTimes (http://www.nytimes.com/2010/01/13/technology/companies/13google.html)]
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More... (http://feeds.gawker.com/~r/gizmodo/full/~3/h89BPKEKnzc/nexus-ones-lousy-customer-support-shows-googles-weakness)
Selling an actual product to actual consumers is a very new game for Google, and if the myriad messageboard complaints and now a New York Times piece are any indication, the company is making the kind of toddler missteps you'd expect. Google sells the Nexus One (http://gizmodo.com/tag/nexusone/) exclusively, but haven't set up a system of customer service (http://gizmodo.com/tag/customerservice/) that's anywhere near adequate for a product as buzzed-about as the Nexus. There's no way to contact Google by phone, and email responses are reported to take several days for a response. That's a huge problem for Nexus One owners.
We like the Nexus One a lot—Jason even called it "the best Android phone" on the market (http://gizmodo.com/5443835/nexus-one-review)—but if Google doesn't get their shit together and start providing the kind of service smartphone owners have come to expect, it'll prove a serious setback for not just Google but Android as a whole. We hope they work it out—they're working to reduce that several-day delay in email response to a few hours, but it better happen fast if they don't want people to lose confidence. [NYTimes (http://www.nytimes.com/2010/01/13/technology/companies/13google.html)]
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More... (http://feeds.gawker.com/~r/gizmodo/full/~3/h89BPKEKnzc/nexus-ones-lousy-customer-support-shows-googles-weakness)