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Monday, January 11, 2010

Google’s support for Nexus One sales is causing frustration

The initial enthusiasm for the Google Nexus One 'superphone' is turning to frustration for many purchasers. Since last week's launch, thousands of queries have appeared on Google's help forums. Although questions about the customer's chosen mobile network and tariff are dealt with by their mobile operator – T-Mobile in the USA if customers are choosing the subsidised Nexus One device – any queries about the phone itself or about the purchase and shipping process are handled by Google.

It appears that Google is dealing with most complaints via email or online, not in real-time by telephone. The company also confirms that order processing is slower than some customers anticipated; initial processing currently takes up to three days in addition to the shipping time. [Additional sources: PCWorld.com; Betanews.com]

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