Andy Rubin, Google’s director of mobile platforms has been up in the news quite a lot recently. Since the launch of the Google phone, the Nexus One, it has been his words that have been addressing the issue about the absence of multi-touch functions on the device (which is reported to be not the same with the upcoming UK version). Now, Rubin is admitting to the lack of better customer support in the light of the many problems that the phone is having.
According to recent reports, the true complaint many users have with the Nexus One has nothing to do with the actual problems of the device itself, but with Google’s lack of support through which customers can get solutions for their problems. Many are also pointing out that the lack of actual phone lines that they can call makes it harder to get issues resolved. The strict email-only policy is certainly not great way for handling stressed out customers and would certainly do little to help appease the dissatisfaction.
The technical issues giving Nexus One users a lot of problem revolve closely to the device’s ability to connect to 3G networks. T-Mobile USA is the network handler, but the problem still lies with the device, and customers are still having problems since it gets confusing as to which of the two they should call for help.
To quote Rubin, “We have to get better at customer service”; while it is clear that Google’s first foray into the retail industry is not going to be easy, they should have realized that having phone support for their customers is a very important thing.
With more devices soon to be made available on the Google store, the company better start shaping up if they want to keep their customers happy.
Tags: Google-Nexus-One