Google struggling to support angry Nexus One buyers
New owners of the Nexus One are complaining that they can’t find answers to support issues from Google, and that they’re being passed back and forth between it, HTC, and T-Mobile.
A report by PC World detailed several of the hundreds of complaints users have posed to Google’s support forums.
Prior to the phone’s launch, many pundits predicted that Google’s positive brand familiarity with consumers would give it a strong position to market a smartphone. However, the new smartphone (or “superphone” as Google executives like to call it) is the company’s first attempt at selling hardware to consumers.
Like Microsoft, Google is discovering that selling software (or in Google’s case, giving away free software supported by ads) is a very different business than selling and supporting hardware.
Despite its global domination of the PC operating system and productivity suite markets, Microsoft has struggled to even break even with its Xbox franchise as support issues ballooned into a $1.4 billion write-off. The company’s effort to push the Zune against the iPod fell completely flat, even with major retail partners lined up to promote it.
Google avoided the difficult business of retail in the launch of the Nexus One. The phone was designed and built by HTC but is marketed and sold by Google directly from its website.
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