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Google Faces Deluge of Nexus One Complaints

Posted by Soulskill on from the enjoy-the-flood-of-customer-rage dept.

wkurzius writes "It seems Google is going through some growing pains as far as customer service is concerned. Since their new phone, the Nexus One, can be bought unlocked, many people are turning to Google themselves for help, but not getting what they're used to from traditional mobile carriers. T-Mobile and HTC are also getting hammered, with many customers being bounced back and forth between the two companies' service lines." It seems they're also taking flak from Android developers who are unhappy that no SDK has yet been released for Android 2.1, which runs on the Nexus One.

4 of 329 comments (clear)

  1. Re:new to customer service by gandhi_2 · · Score: 5, Interesting

    correcto.

    Google is many things, but a customer-service-oriented company they are not.
    Ask anyone with adwords campaign sitting in "under review" for 3 weeks.
    Besides, HTC actually makes the device.

    --
    THL phish sticks
  2. Love:Hate ratios in "I love/hate [telco]" searches by Eravau · · Score: 5, Interesting

    Love:Hate

    T-Mobile:
    49,800:145,000 (1:2.9)
    25.6% love
    74.4% hate

    Verizon:
    259,000:469,000 (1:1.8)
    35.6% love
    64.4% hate

    AT&T:
    103,000:447,000 (1:4.3)
    18.7% love
    81.3% hate

    Sprint:
    45,500:287,000 (1:6.3)
    13.7% love
    86.3% hate

    Most Loved: Verizon
    Most Hated: Sprint

  3. Re:new to customer service by rAiNsT0rm · · Score: 5, Interesting

    Umm, no. Google offers quite a few services through acquisitions and business/pay services. Postini for example, however, that service has some of the worst support ever. Gmail... oh, wait, that has terrible support too. Adsense... yep, constant fiascos and problems. Basically this company has NO track record of good service but everyone simply gives them a pass.

    I do use some of their services, personally and in my company, but I know their service is trash. When I can replace them with another product/company I do. Gmail for Zimbra as an example.

    --
    http://teasphere.wordpress.com - A little spot of tea
  4. Re:Market Research using Google... by Anonymous Coward · · Score: 4, Interesting

    I just wanted to say I love T-Mobile as well. When I moved back to the US, I had T-Mobile for a couple yrs, moved to Verizon for 2 yrs to take advantage of the Unlimited-In, couldn't wait for my Verizon contract to be over before switching back to T-Mobile (in fact, I had T-Mobile data service like 4 months before my Verizon contract was over, and T-Mobile voice service like a month before my Verizon contract was over to give them plenty of time in case of any possible issues w/ switching my number over).

    T-Mobile I was able to get a new contract 21 months into my existing contract to take advantage of the full upgrade option.

    Up until recently all options/add-ons were prorated to the day the add-on was added or removed.

    T-Mobile's written policy flat out says they don't support tethering. When I told that to one of the Blackberry reps, he started laughing.

    In my experience T-Mobile not only supports tethering, but when I was having issues w/ a Vista laptop (At the time, I couldn't even get full use of the audio, much less the wireless w/o using Vista drivers) and getting tethering to work on my Blackberry, after spending a while on the the phone w/ T-Mobile support-They offered to open a support ticket w/ RIM for me.

    Another thing I like about T-Mobile data services, most other US cell phone companies have a written policy of unlimited data services for smartphones (to include devices like Blackberries and iPhones), I've talked to reps for a couple retailers and cell phone companies (Such as AT&T) who said "It is unlimited within reason" and generally reasonable usage is around 5 gigs and then you get hit w/ overage charges or data services are cut off.

    T-Mobile has admitted a 10 gig limit for 3G (Unlimited for EDGE) and by their policy if you hit the 10 gig limit, you are reduced to EDGE until the next billing cycle (So lose of streaming video, but everything else continues to work) and at the time, they rep I spoke to said they were having issues w/ the cap system and people were able to exceed 10 gigs before getting reduced to EDGE.

    T-Mobile has a smaller 3G area then most other providers, but their EDGE service is almost everyplace I've been and I've had a lot few dropped calls then most other people I know.

    A note for Google Voice (and other voicemail service) users, T-Mobile has in addition to your normal bucket of minutes, an additional 500 min bucket that is used if you set your voice to forward another voicemail provider.

    And let me add, I could get a 20% discount w/ AT&T by getting my phone under someone else's name (whose offered) and I still won't touch them.

    Just remember, cell phone carriers are like sexual positions, everyone has a favorite (=
    -ITG