Google caves to Nexus One telephone support

 

Gallery

By Stuart Turton

Posted on 9 Feb 2010 at 16:24

Google has opened a telephone support line for Nexus One owners, after its forums were filled with complaints from angry customers.

The Nexus One - the Google-branded smartphone built by HTC and running Android - was launched more than a month ago in the US, but support was initially limited to email, with Google admitting that it could take three days to deal with issues.

Our approach with our new consumer channel is to learn fast and continue to improve

This rankled customers, who filled Google's forums with complaints. It now appears Google has responded to their pleas. The company has opened a dedicated telephone support line to deal with enquiries on ordering and shipping, though technical queries will still be passed onto HTC or T-Mobile - its network partner.

While Google stopped short of saying that its online-only approach had failed, the company admitted that it needed to "learn fast".

"By design, we focused initially on providing the best possible customer support through our online channel, and our experience in the four weeks since the Nexus One launch enabled us to significantly enhance that on-line support offering," the spokesperson says.

"That said, our approach with our new consumer channel is to learn fast and continue to improve. Live phone support from Google, combined with an optimised online support experience, enables a superior Nexus One customer experience."