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 Customer Service Will Be Nexus One’s Achilles Heel

Friday, January 15th, 2010

Google simply doesn’t have the kind of customer support that mobile-phone users are accustomed to.

Tom Kaneshige, CIO.com From PCworld.com

Google’s comeuppance is at hand, as two of the most innovative Silicon Valley companies face off. I’m betting the veteran Apple iPhone clobbers newcomer Google Nexus One in the early rounds.

It won’t come down to cooler technology, nor better battery life. Wireless carriers? Nope, despite a great many iPhone owners and wannabe owners begging for Apple to end its exclusivity deal with AT&T. Google’s arrogance will lead to its downfall.

For whatever reason, Google is selling Nexus One directly to end-users. That means many users are turning to it first, reports IDG News Service, and the search giant doesn’t have the kind of customer support that mobile-phone users are accustomed to.

Wireless carrier T-Mobile lacks Nexus One support documents and refers people back to Google, according to a customer going by the name of Roland78. IDG News Service also reports that Google appears to be only accepting email customer queries and pledges to reply in one or two days.

Among consumers, that’s not going to cut it.

Read the rest of the article here:

http://www.pcworld.com/article/186847/customer_service_will_be_nexus_ones_achilles_heel.html

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