Google struggling to support angry Nexus One buyers

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  • Reply 121 of 211
    Quote:
    Originally Posted by DDB View Post


    You seem to think that anyone who doesn't always wait for something to become cheaper is a fool who needs his meds checked.



    Its not only about the money. Its about buying a product that has never been tested. Early adopters not only pay the highest price they are also the ones that deal with the most headaches.



    This isn't about Apple this has to do with all technology. Leaving Apple out of this lets take the early Nexus One adopters. They will pay the highest price for the phone, on the worst network (TMobile) and they will deal with all the bugs and the customer service learning curve.



    When it comes to all technology the early adopters that have to be the first on the block to have the product pay all the costs of bring the new technology to the market and they get a gen1 product that almosts always improves with time.



    Its not that you wait forever or never buy anything its that you wait for the price to become reasonable and the bugs to be worked out.
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  • Reply 122 of 211
    motleemotlee Posts: 122member
    I think the real loser here is Tmobile. Its my understanding that they have great customer service. Hate to see that take a hit due to Google's inexperience in product support.
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  • Reply 123 of 211
    pmzpmz Posts: 3,433member
    Quote:
    Originally Posted by extremeskater View Post


    Its not only about the money. Its about buying a product that has never been tested. Early adopters not only pay the highest price they are also the ones that deal with the most headaches.



    This isn't about Apple this has to do with all technology. Leaving Apple out of this lets take the early Nexus One adopters. They will pay the highest price for the phone, on the worst network (TMobile) and they will deal with all the bugs and the customer service learning curve.



    When it comes to all technology the early adopters that have to be the first on the block to have the product pay all the costs of bring the new technology to the market and they get a gen1 product that almosts always improves with time.



    Its not that you wait forever or never buy anything its that you wait for the price to become reasonable and the bugs to be worked out.



    And whose opinion should I wait for? Yours? No thanx.



    I'll buy what I want, when I want, and I'll be the judge of whether or not it was a "good purchase" for myself.



    unreal
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  • Reply 124 of 211
    addaboxaddabox Posts: 12,665member
    Quote:
    Originally Posted by pmz View Post


    I applaud it. Every whiney pissant American that need support yesterday who will sit on hold longer than it would take to search for their answers, should be a taught their place.



    Customer Service, or what is has become today, is an absolute joke. And Customer Service practices of Fortune 500 companies are Anti-Competitive practices.



    This is what companies like Amazon and other large online retailers have bred:



    "Hello, this is customer service."



    "Waaa!!!"



    "Would you like a refund and few extra things for free?"



    "Waaaa!!!!!!!!!"



    "Well we're trying but the soonest we can get it there would be yesterday."



    "Waaaaaaaaaa!!!"



    "Thank you very much for your business, is there anything else I can give you today?"



    Huh. I don't think I've ever seen anyone argue that the problem with customer service is that it's too accommodating and pandering. Or that the antidote is a good dose of "we'll help you when we get around to it, take this time to contemplate your sense of entitlement."



    My experience is that most customer service is designed first to keep you away from any people at all, second to only let you talk to people who work form scripts and probably can't help you, and only as a last resort and contingent on the customer getting a little hysterical allowing escalation to someone who knows or can do anything.



    That's most; there are of course exceptions, generally somewhat upscale retailers or specialized like Apple. In the case of Google, email only support for selling pricy consumer electronics is not good.
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  • Reply 125 of 211
    tbelltbell Posts: 3,146member
    I wouldn't call them foolish for waiting in line and being an early adopter [some people just like to have the cool stuff first]. I, however, would call them cry babies for whining about the price decrease months later.





    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.



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  • Reply 126 of 211
    pmzpmz Posts: 3,433member
    Quote:
    Originally Posted by addabox View Post


    Huh. I don't think I've ever seen anyone argue that the problem with customer service is that it's too accommodating and pandering. Or that the antidote is a good dose of "we'll help you when we get around to it, take this time to contemplate your sense of entitlement."



    My experience is that most customer service is designed first to keep you away from any people at all, second to only let you talk to people who work form scripts and probably can't help you, and only as a last resort and contingent on the customer getting a little hysterical allowing escalation to someone who knows or can do anything.



    That's most; there are of course exceptions, generally somewhat upscale retailers or specialized like Apple. In the case of Google, email only support for selling pricy consumer electronics is not good.



    Obviously you don't own a business. Trying to provide the type of customer service that e-commerce hounds have gotten used to is near impossible.



    You, just like every other consumer out there, have been spoiled by this over-the-top customer service. To the point where you think its insulting when you have to go through a myriad of keypad navigation before getting to talk to someone. It doesn't matter that your issue is no more or less important than any of the other few million people who bought the same product and manage to use it without calling and screaming at a minimum wage employee. It doesn't matter that the purpose of Contact Us form is to provide a concise way (for the business) to organize and respond to issues.



    None of that matters. What matters to you is that you want what you want right now, without any care on how its accomplished. Whether its your fault, or not your fault. Fix me fix me! Give me stuff because I had to wait 5 minutes for you to call me back! That's 5 minutes with my product that I can never get back!



    Fact: If people weren't impatient, rude, and flat out stupid, retailers would not need babysitters as customer service reps, they could have a few well-trained individuals.
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  • Reply 127 of 211
    genovellegenovelle Posts: 1,481member
    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.



    You are not really smart are you. You clearly think this Google phone with not support is worth more $550 without a contract. Even though you will need one from someone. I bought the first Iphone and had I not fried it by hooking up an unsupported charger it would not have died in march of last year. Every year the phone gained so many new features that I couldn't justify the upgrade. From apps to location services. That initial investment continued to improve while other companies just make your phone obsolete when the new one arrives. Look at google, they are doing it already with phones not supporting the new software.
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  • Reply 128 of 211
    genovellegenovelle Posts: 1,481member
    Quote:
    Originally Posted by pmz View Post


    Obviously you don't own a business. Trying to provide the type of customer service that e-commerce hounds have gotten used to is near impossible.



    You, just like every other consumer out there, have been spoiled by this over-the-top customer service. To the point where you think its insulting when you have to go through a myriad of keypad navigation before getting to talk to someone. It doesn't matter that your issue is no more or less important than any of the other few million people who bought the same product and manage to use it without calling and screaming at a minimum wage employee. It doesn't matter that the purpose of Contact Us form is to provide a concise way (for the business) to organize and respond to issues.



    None of that matters. What matters to you is that you want what you want right now, without any care on how its accomplished. Whether its your fault, or not your fault. Fix me fix me! Give me stuff because I had to wait 5 minutes for you to call me back! That's 5 minutes with my product that I can never get back!



    Fact: If people weren't impatient, rude, and flat out stupid, retailers would not need babysitters as customer service reps, they could have a few well-trained individuals.



    I have owned a business and you attitude is why I don't do business with certain companies. When the owners have your attitude the employees are even worse and people tend to get pissed off when they spend their money and then the attitude is its your problem now. You give businesses a bad name. Its companies like Apple and Disney that I look to be more like. Mcdonalds service suffers because of the quality of management and crew is lacking. It was not alway this way. The company standards are extremely high so what you experience is about 70% of the goal. If it starts where you are 70% of that is a nightmare.
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  • Reply 129 of 211
    Quote:
    Originally Posted by melgross View Post


    Your argument only makes sense if it could be shown that people KNEW, from the beginning, that Apple would lower the price down the road. As no one knew that, likely not even Apple, your argument is invalid.



    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.
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  • Reply 130 of 211
    Quote:
    Originally Posted by NasserAE View Post


    Welcome to the real world. The fact is tomorrow products are always better than todays products whether they are 1st generation or not. Next July when Apple releases the 4th generation iPhone you will say that those who bought the 3GS are fools because they didn't wait for the 4th generation, which we all know will offer at least more capacity and faster speeds for the same price.



    If you are going to hold off buying because you are worried that something better and possibly cheaper will come out in the future then you will never buy a thing in your life. People who bought the first iPhone, including myself, bought it because it was the best smartphone at that time and did what we wanted and more. By the way, Edge might seem slow now (3 years later) but so will 3G when 4G starts rolling out.



    I guess you think that those who bought a Mac a year ago are fools because they didn't wait until now to buy the newer ones with better specs for the same price or maybe those who bought their cars few years back didn't wait until now for better looking cars with improved performance and safety



    Spot on. But why bother with logic and facts.....



    As an aside, the first gen 8GB iPhone on eBay goes for ~$250 (I have no intention to sell mine -- it's a beauty). In comparison, the 3GS 16GB goes for ~$200.



    Must be a lot of fools out there!
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  • Reply 131 of 211
    Quote:
    Originally Posted by Dr Millmoss View Post


    The argument is ridiculous either way, since it's so well known that better and cheaper technology always comes along. ......



    Not quite. You're ignoring the other side of the coin, the utility that one derives from consuming/using the product (relative to price paid).
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  • Reply 132 of 211
    Quote:
    Originally Posted by anantksundaram View Post


    Must be a lot of fools out there!



    Now we agree.
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  • Reply 133 of 211
    thomprthompr Posts: 1,521member
    Quote:
    Originally Posted by sheff View Post


    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.



    Even if this impression were true, don't you see the problem with it?



    When symptoms appear it is frequently not obvious whether the underlying problem is related to hardware or software. So during the initial stages while the diagnosis is being made, WHO is responsible for investigating the cause? This situation often lends itself to the hardware people punting by saying "I've never heard of that issue, it must be a software problem", and the software people, of course, saying the reverse.



    Somebody needs to be the go-to entity in charge of support. Obviously, Apple has realized this for years, which is why they tend to design as much of their systems as they can. If they're going to support it, they might as well be experts in all aspects of the product.



    Thompson
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  • Reply 134 of 211
    Quote:
    Originally Posted by anantksundaram View Post


    Not quite. You're ignoring the other side of the coin, the utility that one derives from consuming/using the product (relative to price paid).



    I wanted to quote someone in the Appleinsider thread then the 8GB iPhone dropped 200.00



    I will give you one guess who it is.



    "Notwithstanding the fact that a 33% price drop in a two-month period is draconian"





    "That said, I do feel badly for those who could not afford this easily, and probably were able to buy one only because they saved every hard-earned penny. Another category of early adopters is the really well-off who don't like to feel shafted. It makes no sense for Apple to p*$$ off either group."



    Draconian? Does that mean unusually severe or cruel. Someone is using big words again.....





    A Quote from our Global Moderator Melgross



    "Quite honestly, it was stupid to wait on line two hours to buy a phone."



    Funny I thought I said the same thing.
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  • Reply 135 of 211
    Quote:
    Originally Posted by extremeskater View Post


    bla bla bla



    yeah you are simply a jerk.

    c'mon, back on the topic please....
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  • Reply 136 of 211
    Here is my thought about early adopters:



    1. If you have the money to buy the new technology and you don't care about spending because you are well enough, then you are not a fool.In fact you gain a lot of things from being an early adopter, and most of the gains are helpful to yourself and to others for as long as you share it.



    2. If you have an immediate need of the features of the new technology and you have enough budget to spend for it, then being an early adopter is not being a fool...because you have a damn immediate need for that and most probably on the business side of it.



    3. If you have enough money, but don't have an immediate need but probably just a want of a new tech gadget, it is wise to wait a little while for the price to drop and wait for a better and enhanced stable version of the new gadget. You are not a Fool.



    4. If you are in need of a new high tech gadget but don't have enough budget for the high price... Then, from your decision lies the reason wether you are a fool or not. But then, either the budget or the need can be compromised.



    I hope someone can correct me where I am wrong..Thanks guys...
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  • Reply 137 of 211
    Quote:
    Originally Posted by extremeskater View Post


    I wanted to quote someone in the Appleinsider thread then the 8GB iPhone dropped 200.00



    I will give you one guess who it is.



    "Notwithstanding the fact that a 33% price drop in a two-month period is draconian"





    "That said, I do feel badly for those who could not afford this easily, and probably were able to buy one only because they saved every hard-earned penny. Another category of early adopters is the really well-off who don't like to feel shafted. It makes no sense for Apple to p*$$ off either group."



    Draconian? Does that mean unusually severe or cruel. Someone is using big words again.....



    This one last post to respond to you -- I've tried to not get into a mud-slinging match -- and then back to topic.



    You apparently do not just selectively read, but also selectively quote. Go back and paraphrase the main points I made in that thread (which are essentially the same as what I've said here) instead of selectively quoting. Indeed, the word 'Notwithstanding...' you quote me as writing, in case you do not get it, is a thought connective from a previous set of thoughts in that thread. Care to point out what they are, instead by simply coming off as intellectually dishonest?



    More important, you may also have a selective hearing problem, when it comes to how people perceive you. Let me help you with just a few examples (actual quotes):



    "Please make your point without being a jerk...."



    "At this point, your just been nasty, no education or point of view is left in your posts in this thread."



    "I've read your posts over some weeks now and I'm worried about you kid. You really mustn't skip taking the tablets. "



    "You are not really smart are you."



    "Also, a personal question extremeskater -- you seem really upset about this, and your coming across as a real jerk in your comments. What's up with that?"



    "Welcome to the real world."



    "You are not really smart are you."



    Need I go on?
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  • Reply 138 of 211
    Quote:
    Originally Posted by peppers View Post


    Here is my thought about early adopters:



    1. If you have the money to buy the new technology and you don't care about spending because you are well enough, then you are not a fool.In fact you gain a lot of things from being an early adopter, and most of the gains are helpful to yourself and to others for as long as you share it.



    2. If you have an immediate need of the features of the new technology and you have enough budget to spend for it, then being an early adopter is not being a fool...because you have a damn immediate need for that and most probably on the business side of it.



    3. If you have enough money, but don't have an immediate need but probably just a want of a new tech gadget, it is wise to wait a little while for the price to drop and wait for a better and enhanced stable version of the new gadget. You are not a Fool.



    4. If you are in need of a new high tech gadget but don't have enough budget for the high price... Then, from your decision lies the reason wether you are a fool or not. But then, either the budget or the need can be compromised.



    I hope someone can correct me where I am wrong..Thanks guys...



    Couldn't agree more. It's about as simple as that. Incidentally, some people also purchase early technologies as keepsakes, or as objects that may gain value over time, or simply to sell later in the secondary market to finance the purchase of the next gen.
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  • Reply 139 of 211
    Quote:
    Originally Posted by anantksundaram View Post


    Not quite. You're ignoring the other side of the coin, the utility that one derives from consuming/using the product (relative to price paid).



    I'm not ignoring anything, I just haven't mentioned this, since I was arguing against the basic premise that early adopters get screwed by definition. You could make that argument for anyone who buys any technology product on any given day, since something better/faster/cheaper will no doubt be available tomorrow, next week, or next month. The only available "solution" is to never buy anything, ever.



    So the argument is fundamentally ludicrous.
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  • Reply 140 of 211
    rhowarthrhowarth Posts: 144member
    Quote:
    Originally Posted by extremeskater View Post


    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.



    That's just rubbish. It's sound to me like you're just envious you can't afford to be an early adopter and are trying to justify that to yourself by claiming that those who can and do are fools!



    Pretty much everything get's cheaper once it's no longer new. People who buy things when they're new and expensive know that, but choose to proceed anyway. That doesn't make them stupid.



    Do you buy DVDs (or watch films on pay per view)? Guess what. You can save 50% or more of the cost if you're willing to wait a year from when they're first released. Wait long enough and they'll be free on terrestrial TV or given away with your Sunday paper. So what? You pays your money and makes your choice.



    There are lots of reasons why you might choose to be an early adopter, knowing full well what you're buying will be cheaper in 6 months' time. The product might be exactly what you've been waiting for and you don't want to wait 6 months. Perhaps you have a keen interest in technology and want to learn about and understand what's new. Perhaps you just want to go around and show off how much money you've got. If that's stupid, it's no more or less stupid than people who buy designer clothes or flash cars, say. No one is forced into it though.
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