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Thread: USA TODAY reports Nexus One problems

  1. joeyspindler's Avatar
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    #1

    USA TODAY reports Nexus One problems

    interesting article on the USA today App.


    Google's Nexus One phone sparks flood of complaints

    By Jefferson Graham, USA TODAY
    Google thought it could sell phones in a new way without retail stores or customer-service reps to hold shoppers' hands through the experience.
    Think again: Just eight days after Google (GOOG) opened its online store to sell the new Nexus One smartphone directly to customers, its support forums have been overloaded with complaints on a variety of issues. They stem from coverage and delivery problems, network compatibility, dropped calls and operation woes.

    The wireless industry sells phones several ways: through company-owned stores; via third-party retailers like Best Buy and RadioShack; and online, where customer telephone service is an option. Google historically hasn't offered telephone support even for its multibillion-dollar online advertising service.

    Even though the Nexus One is offered at a discounted $179 with a two-year contract from T-Mobile, T-Mobile isn't involved in the marketing, delivery or customer service, beyond wireless service issues. Google sells the phone directly to consumers at google.com/phone. The Nexus One, built by Taiwan's HTC, runs an updated version of Google's Android operating system.

    Issues are posted on a support forum, where Google promises an e-mail response within 48 hours. Based on the volume on Google's message forums (as of Tuesday evening more than 650 people had written about "spotty" 3G coverage alone), Google has a lot of e-mail to reply to.

    "This is an epic failure for Google," says Rob Enderle, an independent analyst at the Enderle Group. "It tried to create an Apple-like experience, but it's so far off from the Apple experience, it's not even on the same planet."

    In a statement, Google said it works "quickly to solve any customer-support issues as they come up." It said HTC would provide telephone support for "device troubleshooting and warranty, repairs and returns."

    Another issue that popped up this week: the fine-print in the contract. The early-termination fee (standard with wireless carriers) is a double-whammy for consumers, at a whopping $550 for Nexus One. Google charges a $350 fee if you opt out of the contract within the first four months of the contract, and T-Mobile hits you for an additional $200 if you disconnect early.

    Charles Golvin, an analyst at Forrester Research, says T-Mobile's fee is standard, but Google's additional fee is new.

    Golvin says Google "clearly neglected" to realize what was involved in being a retailer. "It needs to make sure the experience gets better going forward."

    Google, says Enderle, has a massive Web presence, and if it doesn't want to offer phone support as the carriers do, it could have used Web tools and social networking to better communicate with customers. If Google doesn't solve the issues, fast, "The brand is at risk," he adds
    Better to be Judged by 12 than carried by 6!!!
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  3. Administrator
    cereal killer's Avatar
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    #2
    Unfortunately this reflects very poorly on Google. They were not ready for this and got caught with their pants down.
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    Quote Originally Posted by Martin030908 View Post
    Google's customer service is the issue here...there isn't any where near enough. I think they grossly under estimated the consumer market with mobile devices in terms of the customer service needs.
    Just posted this before I saw this thread.
    I agree Cereal.
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    Google should stick to what they know best and not get involved in retail, at least not "cold" like they have with the phone. They would have been better off just letting T Mobile sell the phone and simply had the Nexus website link to T Mobiles' for people who wanted to buy the phone. They could do the same when it is offered by Verizon. Or , with all the money they have they could have purchased an on line retailer of some sort and used their expertise to market the phone.
  6. Droid Ninja
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    #5
    they would have been better off leaving it as an HTC brand too. i can't imagine Google will be making much off of the sale of the handset itself. hardware never equals profit when software is involved.

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