Google
readily admits that its Nexus One customer support at launch
was lacking. However, the Goog says that it's committed to improving the experience as it blazes a path into the world of consumer handset sales. Today, more than a month since the launch of the Nexus One, Google is offering owners access to a real live person via 888-48NEXUS (63987). The new support line is operational from 07:00am to 10:00pm PST and augments Google's support forums, FAQs and email support. Unfortunately, Google's live support line seems limited to status and shipping issues -- for live tech support you'll still have to call either HTC customer care number or T-Mobile depending upon the issue. And of course, the whole thing changes if you're an international user. As convoluted as it all sounds, an unamed Google spokesperson still claims that "live phone support from Google, combined with an optimized on-line support experience, enables a superior Nexus One customer experience." Sure it does: the average consumer
just loves looking through on-line forums and FAQs to solve issues before picking up the phone to complain.
[Thanks, Phil L.]
posted February 9th 2010 2:14AM
"you'll still have to call either HTC customer care number or T-Mobile depending upon the issue."
How is that optimized for a great customer experience?
@SamTime
Not at all, obviously. Google just reselling HTC's phone. What
do you really expect!
@Zodiac
"Google just reselling HTC's phone"? So does Sprint, AT&T, Verizon and T-Mo.
"What do you really expect" A better customer experience!
After all this is goo$$$$gle, isn't it? How are they ever to compete with the fruit dudes by expecting customers to look through on-line forums and FAQs to solve issues.
At a minimum, the call centers in India should a been hopping beore they launched the N1. Just sayin...
@Frankenstein Black This is why the iPhone is what it is. Mass market pop culture appeal, not some nerdy device that doesn't even look good
@SamTime Who cares? This phone isn't even for the mass market.
"Sure it does: the average consumer just loves looking through on-line forums and FAQs to solve issues before picking up the phone to complain."
I'm not sure how that's constructive in any way, but I don't have the time to run my own tech blog, so I guess it's yours to say.
@JustintheMiracle I can't tell if you missed the sarcasm in Thomas Ricker's comment or if I'm missing the sarcasm in yours.
@MGDdrinker Can't it be both?
@JustintheMiracle
The irony is probably 99% of problems or questions can be found in forums or FAQs. And for the other 1 percent, chances are tech support doesn't know how to solve it either (like the 3G thing) and the only thing calling adds is a person to nag about it.
@JustintheMiracle I always fix all my gadgets and computers myself by reading and doing extensive googling. It helps you learn about the product more and allows you to fix any issues you have after the warranty expires yourself when you can't have shitty customer support babying you and holding your hand through everything.
But Google needs to realize that even though his phone is more targeted to a tech savvy audience, hence none of the mainstream B&M in store sales or mass TV advertisements, not everyone has the time or patience to go through all that.
Google, this better not be a lie to us.
@Fez
Stop forcing memes?
Nice so when can we get live phone support for Adsense or Adwords which generates 95% of google's revenue? Sounds like they really got their priorities straight.
@blogwhitesitescom can't phrase it better.
@blogwhitesitescom Agreed! It took me months to track down a $2000 VISA charge simply because there was no one to ask. No forum is going to help me with that.
I really see no reason for the support? If you can't figure the phone out you probably dont need it.
If its broke send it back, issue resolved?
This is how to do it. Call an HTC rep.888 216 4736
HTC rep has no real T-Mobile of Google agenda. Me: G1 owner, 5 months left on contract.
If I want to buy the Nexus now:
#1 Option: buy Nexus at $279, change to the only Nexus One plan at $79,(My G1 plan is also $79 but it's "all you can eat". Enter new 2 year contract @$79 (again lower minutes than G1 Plan.
#2 Option: Buy Nexus One unlocked at full price. Use month to month plan. Drop T-Mobile or Nexus when you want. Re-sell unlocked Nexus One on ebay to recoup some cost. (This is the route the HTC Rep, a G1 owner is personally doing herself).
#3 Option: The best plan is probably to stick with my G1 for the 4 months left on contract. Then dump T-mobile and buy Nexus One in the Spring with Verizon and superior coverage.
@hollywoodmic It isn't a better network if you spend 99 percent of your time in cities. You will find verizon's 3g experience to be pretty inferior to T-mobiles.
Am I the only one who sees this as an obviously positive move?
I understand the frustration of having to deal with 3 different companies but take a look at where they were at when they launched the N1. Just keep in mind that, compared to any other company of equal size, Google is really making a lot of changes, fast, and in the right direction.
Oh nice. I've been wondering how to enable multi-touch in my keyboard...
There are gonna be some pissed off mofos once that line is active.
Guys, can you please cut Google some slack? They are only warming up and just like everything they do..... this is still in "Beta" right now. They probably just figured HTC and Tmobile can hold things down till they get their customer service shit together. I mean you have 2 companies holding your hand and now you are going to have a 3rd. How many smart phones do you know that have 3 companies doing support for them? That is a good thing as far as I'm concerned.
Google's customer service model is: Open-Source. Meaning: let customers figure stuff out amongst themselves. I cannot believe this comes as a shock. If you've tried Google Voice and had a problem arise with it, you know exactly what I am taking about. Furthermore, this is part of their corporate culture, and it will not get fixed overnight... if ever. Google is like a dull-witted child that is really good at one thing (let's say T-Ball). His parents say he can be ANYTHING when he grows up, but we all know he peaked in kindergarten. Google is an advertising company, and they are losing access to their advertising medium. Nexus One and Android isn't some new revolution waiting to happen. It is Google's desperate, pathetic way of attempting to maintain access to screen real-estate that it seems certain to lose. Outside of advertising, Google is not a 100 million dollar company. Sell Google.
Honestly everyone should at least look through an FAQ (if one is provided) before calling support. Quite often the answer to their problem will be there, saving them time spent on hold and making it faster for those who actually do need a support agent.
Google Fail lol
No wonder these things are not selling... paying $500 for an electronics device I cant touch before buying then being forced to call 3 different places depending on my problem and on top of that being stuck with the Nation's smallest 3G network... sounds like a win!
@goatlover You really don't get what the nexus one project is about do you?
Google doesn't care about sales, google doesn't care about prices(it's cheaper then an unlocked iphone), google doesn't care about coverage outside major cities. Things google cares about, fastest 3g network(tmobile), fastest phone on the market(nexus one), most flexible OS on the market(android), carrier that has non contract plans that are cheaper then on contract plans(if you are capable of math that means the nexus one is cheaper the any smart phone on the market over two years).
@stabbytheicepic I really doubt TMibile is the fastest in the market.
the Goog.... is that really a thing now... really people....
After a frustrating experience dealing with HTC on a defect with the N1 (which I returned, though still waiting for a resolution) -- I now understand the value of the "traditional" buy-a-phone-thru-your-carrier model. Since your carrier wants to keep your business on a month-to-month basis, it seems that they will be (maybe? hopefully? in general?) more motivated to provide decent customer support on hardware -- as opposed to a manufacturer like HTC (or, possibly, a retailer like Google -- not sure, as they offered zero direct support until this phone option), which already has your $ from a one-time sale. When I'm ready to try again for a new phone, I will get it directly (unsubsidized) from TMO.
@mpv Sure, the carrier cares because they don't want you to break the contract and pay them a fat penalty. Keep the dream alive.