The Google support forums are awash with customer complaints about the newly released Nexus One smartphone. Consumers buying the device are finding that Google’s level of customer support is limited to email, which is only answered in a day or two – there happens to be absolutely no direct phone support available at all. The main complaint according to Engadget appears to be owners reporting that their device either never switches to 3G, or, it is constantly switching between 3G and EDGE (and 3G coverage debate). It is reported that many of those having difficulties are so frustrated by Google’s lack of response and feedback that some are returning their phones to purchase competing models.
One customer going by the name Roland78 said he was transferred between T-Mobile and HTC four times, spending a total of one-and-a-half hours on the phone with customer service. He wrote, “T-Mobile also said Google hasn’t provided them with any support documents for the phone. Welcome to direct sales Google!”
Another using the name SouthFlGuy was also sent back and forth between HTC and T-Mobile after finding no help from Google. He wrote, “I guess I was under the wrong impression but I thought Google would handle the service on the phone”.
Several people on one thread regarding poor 3G performance on the phone report being told by HTC customer service that the Nexus One doesn’t support 3G, although the phone actually does. Another got an e-mail response in five hours from Google suggesting that the user try restarting the phone to see if that solves the problem. Yes, I’m talking about Google here.
If you’re a newly minted Nexus One owner, share your thoughts and let us know what you think.