Trouble with getting support from Google Inc. for that Nexus One handset? Never fear, Google said on Wednesday. It’s working to make sure issues will be resolved “quickly.”
It’s unclear if consumers will buy that promise. Google has had a rough first week since the launch of its Nexus One “superphone,” managing to rack up customer complaints and draw fierce criticism for its online-only support approach. Wireless consumers are completely unused to the lack of live phone help, an import from the Web world. But users who have purchased the high-end Android-based handset have only a support forum to turn to with issues.
And the volume of those issues is mounting: Users used to talking to a real person are posting concerns, asking for help with everything from spotty 3G service to battery problems, and are expecting immediate responses. Unfortunately, those are responses that anecdotally have not been forthcoming.
Nonetheless, “we work quickly to solve any customer support issues as they come up, and we are trying to be as open and transparent as possible through our online customer help forums," the company told InformationWeek. "We'll continue to address all issues in as timely of a manner as possible."
The situation has raised the question of whether Google’s lack of a live technical support and service organization will serve to be its Achilles Heel as it attempts to shake up the accepted carrier delivery model for wireless.
The Internet specialist is selling the Google-branded device directly to consumers via a Web storefront, giving Google control of the customer relationship, and relegating the carriers to connectivity partners. For now, users can buy the phone unlocked or bundled with T-Mobile USA service; Verizon Wireless, Vodafone plc and other carriers’ service will be offered by Google from within the portal later in the year.
