Google struggling to support angry Nexus One buyers

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  • Reply 181 of 211
    Quote:
    Originally Posted by shavex View Post


    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?



    Gotta' take issue with this!



    I bought an Apple ][ in July 1978. It connected to a TV via a 3rd-party adapter. When I ran my computer, it caused interference with my neighbor's TV signal (nothing more reasonable than a Notre Dame alumnus who can't watch TV during football season .



    Anyway, I called Apple headquarters in Cupertino and within an hour, Rod Holt (Apple V.P. of Engineering) was at my house to try and solve the problem. He did! (It was the 3rd-party adapter-- he put some torroid cores around the cable).



    I was so impressed, [with the company, their product and support] that I convinced 2 others to join with me to open a computer store in December of 1978.



    Apple support has always been part of their offering.



    *
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  • Reply 182 of 211
    tenobelltenobell Posts: 7,014member
    Many of us here do address people who over state Apple's advantages, but many times we just ignore it and move on with more relevant conversation.



    I don't think there is a problem with disagreeing with someone who over states but its counter-productive to over state in the opposite direction. Its best if you stay within relevant facts.



    Quote:
    Originally Posted by Boogerman2000 View Post


    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.



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  • Reply 183 of 211
    Quote:
    Originally Posted by melgross View Post


    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.



    I agree, when considered by itself!



    Quote:

    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.



    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!



    *
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  • Reply 184 of 211
    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!



    *
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  • Reply 185 of 211
    melgrossmelgross Posts: 33,717member
    Quote:
    Originally Posted by Dick Applebaum View Post


    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!



    *



    Yup!



    It's a problem when companies only look to service as a loss, and try to minimize it as much as possible. It's true that taken in isolation, it does cost the company money, but it's like advertising.



    Poor customer service advertises to your customers, and potential customers that you don't care about them after the sale. That's bad thinking.



    It must be looked at as contributing to sales and profits. That way, better customer service is understood to add to a companies bottom line, rather than detracting from it.



    I loved the Apple Ad where The Apple guy told the PC guy that they should spend money on fixing their problems instead of advertising.
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  • Reply 186 of 211
    melgrossmelgross Posts: 33,717member
    Quote:
    Originally Posted by Dick Applebaum View Post


    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!



    *



    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/
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  • Reply 187 of 211
    esoomesoom Posts: 155member
    Quote:
    Originally Posted by melgross View Post


    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/



    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.
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  • Reply 188 of 211
    melgrossmelgross Posts: 33,717member
    Quote:
    Originally Posted by Esoom View Post


    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.



    There's the joke about everything Google being beta all the time. It seems to me that Android is still beta, but Google is adding features like there's no tomorrow.



    The other problem is this concept of "open". I don't see that as being such a good thing. It's shortsighted. It's the politically correct thing to do these days, of course. But it leads to fragmentation. That's already happening.



    T-Mobile is (sorry to have to say this) the worst carrier. I don't really care about the reports in CU about this, because it doesn't tell the whole story. People have complaints not just based on real problems, but on perceived problems.



    If the iPhone has resulted in a 5,000% increase in data traffic for AT&T over the past three years that the iPhone has been out, vs 350% for Verizon, does that mean AT&T's network is worse, or that the vast increase in data has swamped it? I read that any network would be having the same problems, including Verizon's vaunted one. T-Mobile has almost no coverage when compared to anyone else. If you are lucky to live in one of the few small areas where 3G has finally arrived, you're lucky, otherwise, no 3G for you. Often, no 2G either.



    With all the complaints about AT&T's coverage, how do you deal with that?
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  • Reply 189 of 211
    brucepbrucep Posts: 2,823member
    Quote:
    Originally Posted by melgross View Post


    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.



    i waited 7 yr for cds to enter my house

    i then got three players for free i bought a system to surround my new TV and CD player

    i bought a sansui 5000b from 1970 i think . i got my speakers from a DEAD roadie >on volume one my speakers would blow out your windows .

    2 marshall amps 4 feet tall 3 ft sq

    i joined 8 CD clubs ANd GOT thousands for very low prices .

    i never bought video discs

    i still won't buy an iphone

    too large too much work

    i will wait for the coming small simplfied NANO phone

    i just bought a 42 in screen panasonic plasma for 800 bucks 600 mhz

    i ALWAYS WAIT FOR the 3 or 4 yr to get best tech at lowest price

    except for my MBP 15



    wait wait for the race to bottom to happen



    welcome back mon ami
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  • Reply 190 of 211
    esoomesoom Posts: 155member
    Quote:
    Originally Posted by melgross View Post




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



    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



    Quote:

    A source?who requested we not reveal his identity?told 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.



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  • Reply 191 of 211
    brucepbrucep Posts: 2,823member
    Quote:
    Originally Posted by anantksundaram View Post


    Superb observations. Google should pay attention to this.



    goggle already understands this

    google made its bones on cust service and free google earth stuff

    they understand

    they do not care about anything at all

    they are rich and spoiled kids

    with deep pockets



    my 2 cents



    peace 9
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  • Reply 192 of 211
    brucepbrucep Posts: 2,823member
    Quote:
    Originally Posted by melgross View Post


    Thanks.



    come to 47 street and visit

    starbucks on me
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  • Reply 193 of 211
    brucepbrucep Posts: 2,823member
    Quote:
    Originally Posted by extremeskater View Post


    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.



    the next off comment and you are banned
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  • Reply 194 of 211
    melgrossmelgross Posts: 33,717member
    Quote:
    Originally Posted by Esoom View Post


    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



    Yes, I had read the original article that that one debunking it.



    Well, it goes back to the 5,000% vs 350% increase in data traffic between AT&T and Verizon over the past three years.



    It's easy to criticize AT&T, but I'm doubtful that Verizon would have dealt any better with it. It's easy to brag how good your service is when compared to the next guy when you have a small fraction of the demand for it.



    Even if AT&T had ten times the data bandwidth available, they would possibly still have worse service because of Verizon's low usage. The same is true for the other networks where usage is even lower. T-Mobile, for example, has almost no data usage, so its poor network seems better than it is, unless you go out of one of the few small enclaves that offer it.
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  • Reply 195 of 211
    melgrossmelgross Posts: 33,717member
    Quote:
    Originally Posted by brucep View Post


    come to 47 street and visit

    starbucks on me



    You'd have to give me your address and phone number in a PM. Then I'd be glad to.
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  • Reply 196 of 211
    Quote:
    Originally Posted by melgross View Post


    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/



    That is a good read! Wow! Thousands of flames!



    I also read the Nexus review referenced at the start of the article:



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



    This appeared to be an even-handed review of the phone and Android-- the author clearly identified his personal opinions as such.



    I really enjoy reading articles like this, that include facts, opinions and reasons supporting both!



    *
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  • Reply 197 of 211
    quadra 610quadra 610 Posts: 6,759member
    Quote:
    Originally Posted by Dick Applebaum View Post


    Thousands of flames!



    Of course. Envy and frustration can be a hard road. It was a pretty fair review, though.
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  • Reply 198 of 211
    addaboxaddabox Posts: 12,665member
    Quote:
    Originally Posted by Quadra 610 View Post


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



    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.
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  • Reply 199 of 211
    quadra 610quadra 610 Posts: 6,759member
    Quote:
    Originally Posted by addabox View Post


    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.



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



    It's an interesting tactic. Which will ultimately achieve nothing.
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  • Reply 200 of 211
    addaboxaddabox Posts: 12,665member
    Quote:
    Originally Posted by Quadra 610 View Post


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



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



    I don't know if it's Google encouraging it, or if it's just an inevitable outgrowth of their sort of Asperger-y, engineering-centric take on the world. Like "What is this "style" you speak of? Are you a homosexual of some sort?"
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