It sounds like Google has run into a bit of a hiccup with its sales model for its new Android-based Nexus One smartphone. As we previously reported, the phone is available by two methods. One option is to pay $179 with a two year contract from T-Mobile. The second and more controversial method is to purchase the smartphone directly from Google for $529. This version of the phone comes unlocked so it can be used with a SIM card from any wireless carrier which supports the GSM standard and radio frequencies.
There’s just one problem when you sell a smartphone directly. You have to support the phone directly as well, which Google seems to be struggling with according to PC World. The article states that the Google support forum is all ablaze with unhappy customers unable to get help with problems they are having with their Nexus One. Not helping matters is the fact that Google is only taking support issues or questions via email with a promise for a reply within two days. You heard right–two days.
It doesn’t sound like those who purchased the Nexus One with a T-Mobile contract are doing any better either. Users are reporting being tossed between HTC, the manufacturer of the smartphone, Google, and T-Mobile. Issues reported include poor 3G performance, touch screen problems, and complaints about the speaker.
It is really a shame that Google would make a direct launch of a smartphone with its name all over it without properly preparing to support the Nexus One at a reasonable level. An email support response within two days? Basically, Google is saying that it is reasonable to be without your smartphone for up to two days. Not cool.
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Customers report Nexus One support issues – Cell Phones & Mobile …
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