Nary a week after Google (GOOG) unveiled its new Nexus One smart-phone -- billed as the first real challenger to Apple's (AAPL) wildly popular iPhone -- complaints about shoddy service and weak developer support have begun pouring in. Customers are complaining about poor connectivity over current, third generation (3G) wireless networks, while developers bemoan the lack of tools for building new applications to run on the phone's Android 2.1 operating system.
Taken together, the complaints suggest that the Nexus One's honeymoon -- short-lived as it was -- is now over, and Google must move quickly to address the issues before the Nexus One gains as reputation as, well, a dog.
For customers, the main issue appears to be spotty 3G service, a failing more frequently associated with AT&T (T) service for the iPhone. Because Google has decided to market the Nexus One itself, users are looking to it for answers on the 3G issue -- but Google doesn't have anywhere near the customer service infrastructure that the major wireless service companies have.
In a bland message posted to online support forums, Google and T-Mobile acknowledged the new phone's 3G issues. "Google and T-Mobile are investigating this issue and hope to have more information for you soon. We understand your concern and appreciate your patience," the companies wrote on a T-Mobile support page that was inundated with complaints over the weekend.
In response to a call from DailyFinance, Google simply replied, "We are aware of the issues that have affected a small number of users, and are working quickly to fix any problems." The response went on to say that when the company has more information, it will post it to the user forum.
http://www.dailyfinance.com/story/googles-nexus-one-backlash-shoddy-service/19312087/
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