caterpillarcowboy:

azspot:

Google support forums are awash with people looking for help for problems with their Nexus One phones — and unable to find it.

The volume of complaints points to a problem that Google faces now that it has decided to try to push a new cell-phone-buying model in the U.S. Since most people buy subsidized phones from a mobile operator, they turn to the operator when they have problems.

But Google is selling the phone directly to end-users. That means many users are turning to it first, and the search giant doesn’t have the kind of customer support that mobile-phone users are accustomed to.

Google appears to be only accepting e-mail customer queries, to which it pledges to reply in one to two days — far too long, say most people who are complaining online.

I could see how this would hit Google blindly. An organization built by engineers that tacked on a strong advertising and sales team would not have properly appreciated the customer support burden of a consumer hardware device. They’ll learn.

Sawickipedia says @caterpillarcomboy - i’m not so sure google we’ll learn - their support for other products that i’ve used from google admanager to google sync have been atrocious and have not gotten better over time.  I consider google customer support to some of the worst I deal with.  And again over a period of a couple of years it hasn’t gotten better.