Some complaints from people who have just bought a Google Phone – the Nexus One:
1. It pains me to say this, but Google has stumbled upon the holy grail. An expensive phone they make money on, and for support you get tossed around between two companies (neither one of them being themselves) that couldn’t care less about your “problem”. They can sit on the sidelines and do nothing but tout the great phone that is the Nexus One.
2. Just got off the phone with HTC and after presenting them with a mountain of evidence that it is the phone, not the T-mobile network, they agreed to replace my phone under warranty. Basically you need to start off by saying that your Nexus can sit absolutely still on a table, touching another T-mobile device, and that other device has 3G while you have Edge.
3. Called HTC. “You’ll have to talk to T-Mobile about service coverage.” When I tried to explain to them, my sim was fine as I had tested it in another android phone (A mytouch no less) and that the area around me for miles was 3g, I was told to call T-Mobile. So I did, and I knew what I would get….”Call HTC, they deal with the phone, our coverage is fine.” I said, “I know the coverage is fine, it’s great, just not with this phone, and HTC is telling me to go to you, you’re telling me to go to HTC, now what?” “HTC handles all the phone problems, we don’t control that.” So I thanked her for her time, and that was that.
Now maybe these customer service issues are to be expected. However, customer service is easier than it looks—just ask any retailer. Google could get a crash course with the Nexus One launch. Irate consumers want one-throat to choke and the customer service choreography has to be tight if Google wants U.S. consumers to consider an unlocked phone. At least with subsidies and two-year contracts there’s one throat to choke. link.