Google Learns Supporting Mobile Phones is No Fun

Google’s much-hyped Nexus One smartphone may be pushing the boundaries of what’s possible with Internet-savvy mobile technolgy…but Google now seems to be learning there’s more to launching a smartphone than merely having a smartphone. Barely a week after the Nexus One’s debut, Google’s online support forums—no, there is no in-person tech support—have been flooded with complaints from customers. Part of the complaints stem from the automated nature of Google’s customer support: users can peruse FAQs, read troubleshooting guides, and fill out forms, but they generally aren’t going to get a response to their questions from a real human being. Folks might be OK with that level of assistance with for-free services like Gmail and Internet searching, but when consumers have spent in the neighborhood of $200 to $600 for a Google device…they seem to expect a little more.

Google Nexus One

As if that wasn’t enough, Nexus One customers are also complaining about the availability of 3G wireless service from T-Mobile: some Nexus One users complain the devices are constantly switching between 3G and lower-bandwidth EDGE data services. A Google representative has described the problems as affecting a “small number of users” and says the companies are looking into the matter.

Nexus One customers also seem to be confused who they can turn to for help: some have tried contacting HTC (which makes the Nexus One), others have tried contacting T-Mobile, and others have tried contacting all three companies. Several have reported being bounced back and forth between HTC and T-Mobile, with each referring to the other as the company responsible for handling a particular problem. Customers have also complained about access to delivery status information after purchasing a phone.

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