Google struggling to support angry Nexus One buyers - Page 5

Originally Posted by pmz

A few questions:

1. Who the hell are these people who already bought the stupid Google Phone? (GEEKS)

2. How are these (GEEKS) not able to use the damn thing?

3. <snip>

Originally Posted by melgross

I

Many companies don't realize that poor customer service costs them customers. It costs them the most important customers, repeat customers, the ones who recommend you to others. The ones you can count on coming back time and again.

Poor customer service is equated with poor product quality, because the poor service makes the problem appear to be worse than it actually is.

Originally Posted by extremeskater

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.

Originally Posted by SeaFox

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.

Originally Posted by SwissMac2

Excuse my Schadenfreude but... how many of those buying a Google phone thought they were getting the same kind of phone as an Apple iPhone or Windows device, only without the big company persona behind the purchase? When you cut out the support, is it any wonder that you get none?

Originally Posted by ChiA

I used to think William Tenn's story Null-P was implausible, where humanity devolves instead of progresses; from some of the comments made on this topic I now realise it's entirely possible.
\

Originally Posted by nvidia2008

The movie Idiocracy is coming true. Faster than we think, perhaps. Seriously, I'm no genius but I think my IQ is going up by the day, by virtue of me not getting dumber.

Facebook is probably contributing to the general decline in thought and ability to write reasonable sentences of any sort. It's a bigger culprit than text messaging and email.

In fact, email is now considered "formal writing"... WTF

Originally Posted by Boogerman2000

Try following this disgustingly fanboy biased forum for a year and see how smart you feel then.

Originally Posted by melgross

Many companies don't realize that poor customer service costs them customers. It costs them the most important customers, repeat customers, the ones who recommend you to others. The ones you can count on coming back time and again.

Poor customer service is equated with poor product quality, because the poor service makes the problem appear to be worse than it actually is. When you bring your machine to Apple's genius bar, you can usually get it repaired on the spot, and

Originally Posted by joguide

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!"

Originally Posted by ChiA

Well you joined over a year ago so how smart are you?

Originally Posted by ChiA

Well you joined over a year ago so how smart are you?

Originally Posted by anantksundaram

Ouch.

Originally Posted by Pingo

There seems to me to be two kind of innovation. Incremental - gradually improving on existing solutions, and paradigmatic - fundamentally changing the rules of the game. Apple is no better than the rest of the pack at the first - or are they (i will return to that), but they shure are ahead of them at the latter. Every few years, Appel changes the rules of the game, and every one else plays catchup. So when you and others say that Apple needs competion in order to innovate, you are really saying (or so I understand it) that they should follow the others in incremental innovation.
And true, once Apple has introduced a new paradigm, the stubornly - and rather conservatively, stick to it. But is that so bad? Consumers appear to think it is not! (a few poster here seem to think that is beacuse they are all being fooled - by the millions, year after year ... speaks for itself I guess). Apples conservative minnimalism and theire insistence on not doing anything they cant do really, really well can indeed be frustrating sometimes. But gennerally (with the occasional cockup), I believe we end up with an overall better product because of it. So, I hope Apple keeps its cool - as they usually do - and avoid the race to pile technology on tehcnology and functionality on functionality where it really dosen´t make any great practical difference and does not improve the product in any significant way.

Originally Posted by Boogerman2000

Obviously not smart enough to quit while I'm ahead! But it's pretty thin at this point, you understand that, don't you?

Originally Posted by Dr Millmoss

The argument is ridiculous either way, since it's so well known that better and cheaper technology always comes along. The only course a "wise" consumer can take is to bang rocks together. Nobody will ever improve on that, or make it less expensive.

Originally Posted by melgross

I would think that people who visit, and especially those who join an enthusiast site will expect to see, and smile upon those who have unbridled enthusiasm for the area in which the site specializes in.

I don't understand why that would be upsetting. It should be expected. What would be bad would be those people going to a competitors site, or a site that serves an opposite point of view, and strongly, and continuously expressing their opinions there.

We get those people coming here, and it's nasty. That's much worse.

A site like this mainly serves people who are mostly content with, or enthusiastic about Apple and its products. That's how it should be.

If that's too much to ask of some people, then they should be going to a more neutral site, or a site that reflects their interests, instead of bothering the people here. Pretending to be an Apple user, and then constantly digging at everything Apple does, and the people who like what Apple does, is just a smokescreen for them.

It's more than annoying.

Having been a member for years, and having visited this site for years before that, before I had the time to post (before I retired), I can say that almost everyone here, no matter how fond of Apple they may be, and that includes myself, has criticized them one time or another.

We aren't all zombies as the small number of Apple critics who come here seem to be. I suppose I agree with what Apple has done about 75% of the time, and disagree the rest. If I felt less inclined to think what they do is good most of the time, I wouldn't be an Apple user to the extent I am. That just makes sense.

I suggest that if there is a couple of people who are so enthusiastic that you can't take it, just ignore them. At least they fit in with the theme here.

It's harder to ignore the anti-Apple robots that are here because they stand out, as they intend to. You should know the old Japanese expression, "The nail that stands up gets hammered down." It's not something original here.

Originally Posted by shavex

Eh give Google a break, its their first hardware product, I'm sure Apple wasn't th... I know Apple wasn't that great in the beginning. Remember just before the eMac went out of style, very few people liked Mac's.

Personally I think you shouldn't be buying the newest hot techno item unless you know how to troubleshoot stuff yourself, what are the issues these people are running into?

Originally Posted by Boogerman2000

I'm very willing and eager eager to partake in healthy discussions regarding all things Apple. I'm not here to badger or troll, though I'll admit I occasoinally do so to temper the incessant anti-'everything that isn't Apple' sentiments posted here on a daily basis. That sort of behavior can't always be ignored and for me has reached it's boiling point as of late. Moreover, it detracts AS MUCH as trolling from healthy, informative discourse. Unbridled enthusiasm is one thing but by in large, that's not what this site is about, rather, an idealistic view of how we both wish it was. Regardless, that's my peace and I'll leave it at that. I appreciate and respect your pov.

Originally Posted by melgross

I've had two businesses. customer service is one of the most important areas of a company. The problem is that it usually is a loss for the company, a negative impact on the bottom line.

Many companies don't realize that poor customer service costs them customers. It costs them the most important customers, repeat customers, the ones who recommend you to others. The ones you can count on coming back time and again.

Originally Posted by Dick Applebaum

I agree, when considered by itself!



That is the key! Customer service, done right, contributes to the bottom line!


We founded our computer stores based on 3 simple principals:

1) return a fair profit to our investors
2) provide the best possible products and services to our customers
3) have fun

We were in the retail computer business (retail stores), in Silicon Valley, between 1978-1989 (some of the most competitive years in the industry).

We charged retail (or very close) and had satisfied (return) customers from Sindelfingen to Guam.

What made it all possible was that we sold quality products, and supported them at a reasonable profit.

Everybody understood this (our management, our employees, our suppliers, our customers). They all chose to play by these rules, and everybody won!

...and [most of the time] we all had fun!

*

Originally Posted by Dick Applebaum

Whew!

After wading through a lot of trolling and some very excellent comments, I'd like to offer my opinion!

First, I am an Apple fan... but, I don't consider myself a fanboi-- if Apple sucks at something* (yes, Virginia, they do) they deserve criticism!

I, mostly, like Google services (Search, Maps, Earth and to a lesser extent Gmail).

I do not like the underlying tone of the original article! It appears to be looking for problems, finding some, then relishing in the fact that they exist. It appears to be schadenfreude on the part of the author.

Certainly, some problems are expected with the rollout of a new technology! Especially if the offering is made by a company with little experience in a segment of the market.

I do not have any idea how pervasive the problems are-- I tend to think they are exaggerated by a vocal minority.

Google has shown to be a nimble company, and I suspect that they will resolve the support issue.

I hope they do!

Then we'll need to evaluate the Nexus on its merits (or find something else to bitch about).

Dick

* MobileMe rollout; original (2007) iPhone Activation problems (remember those 3+ day delays?); a special press event for the iPod Hi-Fi and a leather iPod case... and a whole lot more!

*

Originally Posted by melgross

There's an interesting article that gives an opinion about Android that I find sums up Google's problems with it. Of course, Android supporters came out in droves to flame him (it's by no means just Apple supporters who do that).

http://www.boygeniusreport.com/2010/...onal-thoughts/

Originally Posted by Esoom

That was an excellent piece, the reviewer gave credit where it's due and gave his opinion about what counts.

I'm of the same mind, Android is half baked, and will be so for some time, it's like using the computer at work VS using your own, it's boring, sure it works, but it's nothing special, it's that damn policy written up by a committee, politically correct, but as awkward as a gorilla in a black mini skirt and a thong...

I'm using a G1, and frankly pissed at the way the phone is being marketed, loyal TMobile customer for a decade, eligible for an upgrade of all 3 lines of my family plan, but can't get the Nexus One without paying full price or punting my family plan and jumping through hoops to keep my current phone numbers.

I guess stuff like that mess Google Wave should have prepared me for this, but I was honestly caught flat footed by how poorly Google has managed to market this phone. It's like someone at Google lost a bet and HAD to market a phone, and this is their half assed effort.

Originally Posted by melgross

Most new products don't have major problems. It may seem that way because of the publicity they get, but it isn't true.

And we have two definitions of early adopter, or as some are calling it, first adopter.

Even first models are usually going to be good once some manufacturing teething problems are fixed. That usually takes a few weeks. After that, buying the first model usually carries little risk.

So those eager to get that first model usually need only to wait a short while to see if there are any show stoppers. Apple and Palm have fixed their early problems.

But those who wait for the second model are playing a fools game, because the second model can have the same defects as the first. It can have new defects, and you still need to wait a few weeks.

It solves nothing to wait for a second model unless the first lacks features you want, and feel that the second will have. But if it doesn't, and you get the next model anyway, you wasted a year. I took that chance with the iPhone, and I was lucky.

Originally Posted by melgross


With all the complaints about AT&T's coverage, how do you deal with that?

A sourcewho requested we not reveal his identitytold Ars that the problem isn't the cell radio hardware, nor the network infrustructure, but an issue with the way that the iPhone OS conserves power. All iPhone apps, including Phone.app, cause the radio to switch from "active" to "idle" mode when accessing the network far more often than traditional phones do. This causes the signaling channel, responsible for such functions as SMS messaging, initiating, maintaining, or ending a phone call, voicemail notifications, and DHCP requests, to become overloaded.

"This can lead to odd effects," the source told Ars. "For example, you could be in an area with perfect 5-bar reception, but because the signalling channel is overloaded your phone won't ring and calls go into voicemail." Our source also said that the iPhone was the first phone to cause this particular problem, but that Android and webOS phones have had a similar effect.

Originally Posted by anantksundaram

Superb observations. Google should pay attention to this.

Originally Posted by melgross

Thanks.

Originally Posted by extremeskater

There wasn't anything bad said about Apple. Being an early adopter had to do with the consumer. Also if you read my posts I stated several times my opinion was based on any technology including early adopters of the Nexus One.

Its kind of interesting how so many here have selective reading skills.

Originally Posted by Esoom

I'm aware of TMobile's serious shortcomings, I use them because they're the lowest cost carrier I've come across yet, as soon as I get a decent smartphone that works with a lower cost carrier I'm there...

Ran across this jewel a while ago, surprised it didn't get legs, but look at the update:

http://arstechnica.com/apple/news/20...-is-bunkum.ars

Originally Posted by brucep

come to 47 street and visit
starbucks on me

Originally Posted by melgross

There's an interesting article that gives an opinion about Android that I find sums up Google's problems with it. Of course, Android supporters came out in droves to flame him (it's by no means just Apple supporters who do that).

http://www.boygeniusreport.com/2010/...onal-thoughts/

Originally Posted by Dick Applebaum

Thousands of flames!

Originally Posted by Quadra 610

Of course. Envy and frustration can be a hard road. It was a pretty fair review, though.

Originally Posted by addabox

The quality of the vitriol is starting to paint a very unflattering portrait of the Android fanboy: an adolescent boy of whatever age.

Who are adolescent boys afraid of? Women, gays, being perceived as gay, and people with any kind of wit and style who they regard as "posers" and gay.

What do the Nexus One defenders resort to? Declaring that iPhone users are gay, women, posers, gay, pretentious, insufficiently tech savvy, and gay.

Originally Posted by Quadra 610

Google *has* been encouraging the whole "gay" slant, haven't they?

It's an interesting tactic. Which will ultimately achieve nothing.