“Welcome to the world of direct sales”, says users and “Google aren’t ready for customer support as they have never sold hardware before” is what analysts have to say.
With the deluge of the customer queries and complaints coming Google’s way, its ironic that the best they can do is answer their customers via email and that too with a Turn-Around Time of one to two days.
That is something which reflects on Google’s ability to service customer as inept but at the same time shows that they weren’t ready for this and have taken a solve the problems as they come’ approach.
A string of complaints regarding the phone not staying on the T-mobile 3G network and rather reverting back to the slower EDGE are on the rise. While Google could only come up with a “working quickly to fix any problems”. T-mobile has washed its hands stating that they only provide support for phone service including billing and any software and sales issue is handled by Google and hardwares by HTC.
In response to the earlier confusion regarding the early termination fee for nexus one HTC has stated that they will go ahead with the charge of $200 as termination fee along with the $350 recovery fee by Google.
Well things aren’t certainly looking mighty bright for Google at the moment they need to pull up their socks asap. Probably they need to give the customer service part to the specialists viz HTC and T-mobile and concentrate on the software part for now.
customer service should be put first with any kind of business,”,