The honeymoon appears to be over for Google’s new “superphone”, the Nexus One. The anticipated Nexus One has been available for less than a week and already the complaints from customers keep rolling in.
First, many of the complaints started because of the fuzzy details provided about the cost of the Nexus One. When customers visit Google’s site to order the phone, it really doesn’t give true pricing for existing T-Mobile customers. It looks like the phone could be purchased for $179, but once you dive further in, the phone could end up costing existing T-Mobile users up to $379. Ouch. And what is making the problem worse is customers are getting completely different answers from T-Mobile than they do from Google, as seen by the HUNDREDS of posts left on the Google forums. Messing with people’s money will always piss them off, so this really needs to be resolved quickly.
Customer support seems to be incredibly flaky as well. Users are complaining that the 3G coverage for the Nexus One is spotty. Some users can’t get 3G coverage at all, while others have phones that keep switching from 3G to EDGE connectivity constantly. Who do you call when issues like this arise? Google is only supporting users via email and it sounds like it takes awhile to get a response. If you call HTC, the actual phone manufacturer, many times you will be directed to call T-Mobile. Confused yet?
Google’s response to all of this? A spokesman for Google, who ironically enough responsed to the issue via email, stated that the complaints are coming from a “small group of customers.” Way to comfort the masses…
All I will say is this: my Droid looks better and better everyday.