The Nexus One has generated a lot of buzz over the past week for a number of good reasons. Google’s foray into the competitive smartphone market is arguably one of the company’s boldest yet.
Google may deliver success with the Nexus One but its direct-to-consumer sales model, which some claim could disrupt mobile carriers, is also drawing attention to Google’s customer service limitations.
IDG News Service is reporting that the Nexus One support forums are filling up fast with questions from customers on everything from orders to technical problems.
Because the Nexus One is being sold directly by Google, customers who need help have to deal with Google. That is quickly becoming a problem. The reason? Google only provides support via email and makes it clear that responses to support requests could take up to two days. In the mobile market, where customers are used to being able to call up their carriers, that may not be good enough, especially for customers experiencing technical troubles.
So some of them are turning to their carriers and HTC, the company that manufactures the Nexus One for Google. But that only exacerbates the customer service nightmare.
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Nexus One draws attention to Google's customer service …
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