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Google struggling to support angry Nexus One buyers

post #1 of 189
Thread Starter 
New owners of the Nexus One are complaining that they can't find answers to support issues from Google, and that they're being passed back and forth between it, HTC, and T-Mobile.

A report by PC World detailed several of the hundreds of complaints users have posed to Google's support forums.

Prior to the phone's launch, many pundits predicted that Google's positive brand familiarity with consumers would give it a strong position to market a smartphone. However, the new smartphone (or "superphone" as Google executives like to call it) is the company's first attempt at selling hardware to consumers.

Like Microsoft, Google is discovering that selling software (or in Google's case, giving away free software supported by ads) is a very different business than selling and supporting hardware.

Despite its global domination of the PC operating system and productivity suite markets, Microsoft has struggled to even break even with its Xbox franchise as support issues ballooned into a $1.4 billion write-off. The company's effort to push the Zune against the iPod fell completely flat, even with major retail partners lined up to promote it.

Google avoided the difficult business of retail in the launch of the Nexus One. The phone was designed and built by HTC but is marketed and sold by Google directly from its website.

However, customers buying the device are finding that Google's level of customer support is limited to email, which is only answered in a day or two. There's no direct phone support available at all.

That might be sufficient for users of free software, but it isn't being received well by customers who spent $540 on the new unlocked device. Users who went to T-Mobile or HTC reported getting a general runaround and bad support there as well, with some users complaining that they were told the phone doesn't support 3G at all.

One user in the report said he'd spent an hour and a half being transferred between HTC and T-Mobile after Google failed to help. "T-Mobile also said Google hasn't provided them with any support documents for the phone. Welcome to direct sales Google!" the user complained.

Another user facing similar issued wrote, "I guess I was under the wrong impression but I thought Google would handle the service on the phone."

Apple has faced some issues at each launch of new iPhone models, but had resources in place to handle those issues based on its decades-long experience in selling and supporting consumer electronics.

When launching the iPhone, Apple staunchly insisted that AT&T and other carrier partners allow it to handle much of the customer support itself, which helped to head off the problem of users being passed back and forth between the hardware vendor, the carrier, and the software developer.
post #2 of 189
The worst is yet to come. These fools are about to find out that when there is no one incharge, there is no support.
Yes, welcome to real world of "anyone can make a smartphone"

Thanks, Apple. We are standing firm with you!
post #3 of 189
Reminds me of the Apple commercial
post #4 of 189
Ok, now we need to make a funny google message:

I vote Googl
post #5 of 189
Google will grow up one of these days, and learn to do these things better. In the meantime, good luck to all those early adopter fanbois!

Btw, they're now getting into the market for renewable energy: http://online.wsj.com/article/SB1000...s_Most_Popular

Enron, anyone?
post #6 of 189
Quote:
Originally Posted by jpcg View Post

Reminds me of the Apple commercial

Can't wait for "Hi, I'm a Google, I am an Apple..." ads!
post #7 of 189
Quote:
Originally Posted by Neotyguy40 View Post

Ok, now we need to make a funny google message:

I vote Googl

I vote "oops, ₩ ฿£₩ i₮".
post #8 of 189
Quote:
Originally Posted by extremeskater View Post

Yeah not like the early iPhone fanbois that stood in line for hours only to have the iPhone drop 200.00.

I was one of them. I waited 45 mins, and I got a product that I still think, for its price and quality and features, is the best consumer electronics product I've ever purchased and used, for its time. Massive consumer surplus there.

In fact, when I got a gift card from Apple a few months later, my consumer surplus went up by an unexpected $100!
post #9 of 189
Most tech companies sell a product (commodity) to you the customer. They want to make the best products so that you will want to buy it.

Google, on the other hand, wants to sells you and your personal data to their advertiser and clients. For Google, you are a commodity.

That is why their software and hardware are only just good enough and cheap, because all they care about is getting you to their trough whatever way they can, to fatten you up, to sell you down the road. Is it a wonder that they did not think how they would address customer complaints? Customer satisfaction is not part of the business model.

Think of the Matrix. Think of Soylent Green.

"Soylent Green is people! We've got to stop them somehow!"
post #10 of 189
Quote:
Originally Posted by joguide View Post

Most tech companies sell a product (commodity) to you the customer. They want to make the best products so that you will want to buy it.

Google, on the other hand, wants to sells you and your personal data to their advertiser and clients. For Google, you are a commodity.

That is why their software and hardware are only just good enough and cheap, because all they care about is getting you to their trough whatever way they can, to fatten you up, to sell you down the road. Is it a wonder that they did not think how they would address customer complaints? Customer satisfaction is not part of the business model.

Think of the Matrix. Think of Soylent Green.

"Soylent Green is people! We've got to stop them somehow!"

the most i'd give to google is create a gmail account so they can look at my emails, and personal data, and sell them to whoever they want, but i'd never buy anything from them...
post #11 of 189
Serves people right for buying crap. You buy crap, you get crap. It's really very simple.
post #12 of 189
How's it feel, Google?

Quote:
Originally Posted by anantksundaram View Post

Btw, they're now getting into the market for renewable energy: http://online.wsj.com/article/SB1000...s_Most_Popular

Enron, anyone?

I first heard that news on NPR this morning on the way to work. Google has a history of supporting renewable energy projects through philanthropic means, so this probably doesn't belong in the "Evil Empire" category like most Google actions.

According to one of their spokespeople, Google wants to be able to purchase renewable energy in bulk to off-set its massive energy consumption.
post #13 of 189
Anyone who's tried to use google apps at an enterprise level won't be surprised at this. Google builds great stuff and throws it over the wall the to the users. There is no support. As an alternative, there are forums filled with thousands and thousands of messages that take hours to sort through. It's an unfortunate fact of life that if you have thousands of people trying to use something, some of them are going to run into unanticipated problems. Google should have coupled this well engineered phone product with a well-engineered support system at roll out to avoid ending up with a bad smell.
post #14 of 189
Google is NOT Apple. This should have been obvious to anyone from the beginning.

What Apple manages to accomplish, can only really by accomplished by Apple. Apple approaches tech (and support) from a completely different place. Bertrand Serlet's comment about this last year was spot on.

It all comes down to attitude. Garbage in, garbage out.
post #15 of 189
Quote:
Originally Posted by extremeskater View Post

Can't say I'm shocked.

You forgot the rest of my post, so let me remind you ():

Quote:
Originally Posted by anantksundaram View Post

I was one of them. I waited 45 mins, and I got a product that I still think, for its price and quality and features, is the best consumer electronics product I've ever purchased and used, for its time. Massive consumer surplus there.

In fact, when I got a gift card from Apple a few months later, my consumer surplus went up by an unexpected $100!
post #16 of 189
Quote:
Originally Posted by extremeskater View Post

I read it. I just didn't want to call you foolish for standing in line to pay an extra 200.00 only to get 50% of your money back. Which really isn't 50% because you had to give it back to Apple anyways. Hope your money management skills have improved since then.

It has become even better. And, remarkably, it wasn't even in need of improvement! Thanks for asking.

In the meantime, you may wish to improve your basic knowledge of economics -- nah, general knowledge -- by internalizing (big word there) the phrase "consumer surplus".

I await your cut-and-paste of the definition.....
post #17 of 189
I'm kinda surprised by this revelation.
post #18 of 189
Quote:
Originally Posted by joguide View Post

Think of the Matrix.

As Morpheus said, "Welcome... to the real world."

How's it feel, Google?
post #19 of 189
Quote:
Originally Posted by extremeskater View Post

If you stood in line for the first iPhone more then your money mangement skills needed improvement. Your medication needed adjustment. I'm sure that EDGE network speed at the time was great to work with.......

What's wrong with standing in line?
post #20 of 189
I have to chuckle a wee bit regarding Google support. Only this morning I was trying to get some info on SOAP API Keys. Ok no problem they were discontinued a long time ago ... my bad, but Google's page regarding this was amazingly blunt. I hope they are a little less so with their phone customers ... check this out for a laugh http://googlerankings.com/what_is_this.html
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post #21 of 189
They'll learn from their mistakes and improve as all companies do. Unfortunately by then it will be too late.
post #22 of 189
Does Prince McLean have to attack Microsoft in every article he writes?
post #23 of 189
Quote:
Originally Posted by OC4Theo View Post

The worst is yet to come. These fools are about to find out that when there is no one incharge, there is no support.
Yes, welcome to real world of "anyone can make a smartphone"

Thanks, Apple. We are standing firm with you!

For sure. I can attest to the level of Apple iPhone support. Our first iPhone had issues week one. We called late afternoon EST and the next morning we had a replacement with return paid shipping box for the one we purchased. The phone was a loaner - ours was returned a few days later working perfectly and again prepaid shipping for the loaner's return.. This was when iPhones were in short supply yet Apple obviously kept a pile back as loaners for such events. Impressive!
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post #24 of 189
people think that the apps are the greatest thing that is propelling apple. well, now the real strength is coming out. customer support and knowledgeable employees.

msft found that out and now its googles time. it took apple a decade to put those retail stores into play and everybody is trying to copy them. sony, msft, at&t, rimm, vrzn and who knows who else. they are all tilting at windmills.

i can't think of another company, close to the size of apple, that has such competent and helpful support.
post #25 of 189
Quote:
Originally Posted by extremeskater View Post

Nothing is wrong with standing in line. What wrong is anyone that knows anything about technology knows early adopters are fools that like to give away their money. Its very hard to argue that point in this case seeing the 4gb iPhone was dropped soon afterwards and the 8gb iPhone had a 200.00 price drop.

iPhone 3Gs users paid 199.00 compared to 599.00 for a phone that is far superior compared to the gen1 model. And the only downside is they weren't the first on their block to have an iPhone.

When it comes to technology any early adopter might as well have sucker stamped on their forehead.

So, let me get this right. You advise nobody ever buys a new product from well in this example, Apple... then we all wait and wait ... and ... mmmm.. I see a snag I think ... perhaps version 2 might not appear for folks like you?
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post #26 of 189
Quote:
Originally Posted by cliphord View Post

How's it feel, Google?



I first heard that news on NPR this morning on the way to work. Google has a history of supporting renewable energy projects through philanthropic means, so this probably doesn't belong in the "Evil Empire" category like most Google actions.

According to one of their spokespeople, Google wants to be able to purchase renewable energy in bulk to off-set its massive energy consumption.

True. But they're also taking advantage of a massively inefficient (and underpriced, at the moment) market for offsets from RECs. Nothing wrong with that, as a profit-making business that wants to get into renewable energy.

However, if they were really serious about 'supporting' renewable energy, perhaps they will actually invest in generation than just trading what is already generated by someone else. For a company with nearly $200B in market cap, that would be putting their money where their values claim to be!
post #27 of 189
I posted earlier about fear of something like this in the announced slate tablet from HP. I did not expect this out of Google though. From what I heard from Nexus's announcement I got the impression that HTC would do all the hardware support, while Google would handle the software. It is a bit silly no having any phone support, and I'm surprised no one at Google thought of this.

This shows how well thought out the original iPhone concept was, and proving that it is still ahead of the competition. Hardware upgrades are not everything, iPod competitors learned this the hard way and now iPhone competitors are learning it too.
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post #28 of 189
Quote:
Originally Posted by digitalclips View Post

So, let me get this right. You advise nobody ever buys a new product from well in this example, Apple... then we all wait and wait ... and ... mmmm.. I see a snag I think ... perhaps version 2 might not appear for folks like you?

Hah, but you're being too logical. Give up.
post #29 of 189
Quote:
Originally Posted by extremeskater View Post

A educated consumer waits for the bugs to be worked out and the price to drop.

Its hard to argue paying less for a better product.

If you want to be ahead of the curve you need to pay for this. These are not unwise consumers, they make a concious decision to pay more to have what they want. A lot of early adopters later review the products they bought, either for money or for their friends and family. Those who want the best deal will wait, and those who want the latest will have to pay.
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post #30 of 189
Quote:
Originally Posted by extremeskater View Post

Its their money people can buy anything they want. If a second generation never appears then the first wasn't worth having.

I know people that spent 10,000 on pioneer plasma tvs when they first came out. Hard to sayt that doesnt'sound foolish. Early technology adopters are nothing more then people that feel the need to be the first on their block. A educated consumer waits for the bugs to be worked out and the price to drop.

Its hard to argue paying less for a better product.

You are 100% right that but ONLY if a ton of people already took the risk of going for the first versions! If they all took your advice there is no cheaper version to come ... try real hard to think it through ...
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post #31 of 189
I actually had a very similar issue with Apple and AT&T when the original iPhone first debuted. I was on day 10 and my touchscreen lost sensitivity in the middle section. Brought it back to Apple for a new iPhone. They told me all I had to do was sync it back up in iTunes and I'd be back up and running. 10 hours I spent on the phone being transferred back and forth between Apple and AT&T trying to get my new replacement iPhone activated. I'd explain the situation over and over each time I was transferred. In the end, I had to lose my number I had transferred over from Verizon and they created a new account for me. It was ridiculous! but in the end I was happy to finally have my iPhone usable again and I actually love the number they gave me.
post #32 of 189
Quote:
Originally Posted by digitalclips View Post

You are 100% right that but ONLY if a ton of people already took the risk of going for the first versions! If they all took your advice there is no cheaper version to come ... try real hard to think it through ...

I see that you're trying again..... you have more faith in human nature than most most of us....
post #33 of 189
Great news this is, I hope Google fails BIG TIME!!!! Along with chrome and that POC (C=crap) Chrome OS their bouncing around Google Labs.

Nothing like a kiddie company running out into what they think is a one way easy street (thinking they have it figured out), to realize that they ran onto a 5 lane highway and will get ran over like wally e coyote does when he tries to catch the road runner (which in this case is my beloved Apple )

What was that snake in the grass fake Dr. Eric Shmidt say " WHERE GOING TO BRING A PHONE TO THE MARKET THAT WE FEEL IS WHAT A PHONE SHOULD BE" yada yada yada blah blah blah...

/Rant

Rant: Google sucks and they should stick to search and maps /rant

Mobile Me

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post #34 of 189
Quote:
Originally Posted by extremeskater View Post

If Chrome is crap what does that say about Safari seeing it took more market share with its beta version?

Dude stop it! Just stop!.... CHROME IS A COPY OFF APPLE... Okay they use webkit (A standard Apple pushed) and made it mainstream for future browser implementations.... GOOGLE COPIES !! Face it man! Google is just a POC and they need to stick with search and get chrome off the OS X platform... Steve doesn't want it, Apple doesn't want it, I DON'T WANT IT, ...tell them to stay on Windows or whatever other platform that doesn't start with OS X

Oh yeah and that beta version is going to get crapped on when WWDC comes!! take that Google, why don't they just say they want to be like microsoft cause they sure are starting off on the microsoft foot.

GOOGLE WILL ALWAYS PLAY CATCH UP TO THE INDUSTRY STANDARD LEADER (APPLE INC, 1 Infinite Loop Cupertino CA 95014 (408-996-1010) )
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post #35 of 189
Quote:
Originally Posted by extremeskater View Post

Yeah right. Paying more for less is logical.

Funny the New York Times seems to think early adopters were pissed. That must be you in the picture.

http://www.nytimes.com/2007/09/07/te...y/07apple.html

Funny. I know about 5 early adopters. None of them were pissed.
post #36 of 189
Quote:
Originally Posted by digitalclips View Post

So, let me get this right. You advise nobody ever buys a new product from well in this example, Apple... then we all wait and wait ... and ... mmmm.. I see a snag I think ... perhaps version 2 might not appear for folks like you?

If a version 2 does not appear all that says to me is:
  1. They were able to fix the flaws with software updates (meaning the v1 is now the v2).
  2. The product was not good enough to warrant fixing those flaws and releasing a version 2. Hooray, we've saved ourselves money by not being one of those suckers.
post #37 of 189
Quote:
Originally Posted by extremeskater View Post

Can't say I'm shocked.

That's the best you can do?
post #38 of 189
This story highlights one of the number one benefits of being an Apple customer. I remember when my step dad had a problem with a Dell computer. Dell claimed it was a Microsoft problem. Microsoft claimed it was a Dell problem.

Apple for the most part controls the whole widget, and takes responsibility for it. Further, when different companies make the software and hardware, neither company understands the product as well as a company that makes it all.

In my view, Google made a mistake putting its name on the phone. It will only alienate other hardware manufacturers, and tarnish it's reputation.
post #39 of 189
Quote:
Originally Posted by extremeskater View Post

Okay guess I will have to highlight some of this.

"On Thursday, in a remarkable concession, Steven P. Jobs acknowledged that the company had abused its core customers trust and extended a $100 store credit to the early iPhone buyers."

Did that say Apple abused its core customers?

I just felt so used as a consumer, he said. They hyped up the iPhone for six months and built up our expectations, and then they grabbed our extra $200 and ran.

A $100 credit could be perceived as adding insult to injury, said Mr. Enderle, noting that store credits are seldom well received. Its a way to make you go buy something else, and gives the company a chance to make more money.

Nobody is saying Apple is perfect. But in this case of Google and HTC clearly facing some challenges in supporting their brand new sexy phone, you're just blatantly trolling by trying to throw off this whole post into a "Let's argue with extremeskater" about, well, not much at all.

Please try to contribute at least minimally. You were at least performing marginally better on the other threads.
post #40 of 189
Opps.
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