Google lacking customer support for new mobile phone

Google learning that users want real support for Nexus One [Ars Technica]

Oops. In their plans to roll out their first piece of hardware directed at consumers, Google forgot to include a customer-support component. Last week, the search giant rolled out a mobile phone called the Nexus One, which runs their Android mobile operating system. Customers who have purchased the phone from Google's web site and have run into trouble with the phone have discovered that technical support isn't just a phone call away.

Google's customer support plan for the Nexus One includes online support forums and technical support via email, but Google says that it might take several days to respond to issues that are emailed to them. Basically, other than online support, Nexus One customers are on their own. According to Ars Technica, customers that pose technical support issues to the phone's manufacturer - HTC - or the phone's wireless carrier - T-Mobile - aren't getting much help either.

Maybe the lack of customer support for this new product is just growing pains for Google expanding into a new market.  Or maybe it's a result of Google's rigid customer-support paradigm that doesn't include a "contact us by phone" option for any of the company's other products. Either way, this impersonal and slow customer response process doesn't sound like a winner to me when it comes to Google's efforts to break into the mobile phone market.  Could it be a perfect example of the virtue of sticking to what you're good at?

Comments

[lorraine newton myers]

Was trying to upgrade my service; called and tried to speak with customer service rep; so much of a "hen party" in bTimoline ackground; employees having a great time, I asked for supervisor. Was not impressed, her reply "I'm sorry; I've been her 10 years and never had a complaint (she told me this 4 times); said they had a very laid back atmosphere and tried to have "fun". All well and good; happy employees are normally productive, however, the young lady,Timoline, who was trying to help me could not do her job productively because of the chaos in the background. She deserves great credit for her professionalism with less than that from a supervisor and co-workers. I worked for 30 years in customer service and respect was foremost; I did not find that from your supervisor. I think she likes being "popular" and I felt as if she was patronizing. Her apology was less than sincere and easily described as "scripted and flat"; I was as insulted by her attitude as I was by the "party noise" in the background. By the way; I'm the one who 9 times out of 10 will pay a compliment before a complaint. Hope your reply will not be "patronizing". Thank you for allowing me to post this comment; have a nice day.

[Chris]

I find it hilarious you feel you have ANY credibility to comment on Google's customer service. Insight has THE worst customer service I
have ever encountered. Clean up your own back yard first business genius.