Ben
9th February 2010, 03:23 PM
GSMA Mobile Business Briefing 9 February 2010
"Google has responded to criticisms of poor customer support for its new Nexus One smartphone by launching a dedicated phone helpline in the US. Google noted on its Nexus One support page this week that a helpline will be available between 7am and 10pm (EST). However, it will only handle order and shipping enquiries; for both technical support and repairs & return Google asks users to contact a US number for HTC, the Taiwanese firm that manufactures the device. Network queries are pointed to T-Mobile USA, Googles Nexus One operator partner in the US. Many early purchasers of the Nexus One which was launched at the beginning of the year have complained of inadequate customer support. As the device is available SIM-free via the web and is not supported by an operator in the usual way, Google had previously been only able to respond to customer queries via email, and taking up to two days to respond. This is a new way to purchase and support a mobile phone, and we're committed to sorting out the few kinks that do exist," a Google spokesman said last month in response to the complaints.
In addition to offering phone support for the Nexus One, Google has also cut the termination fee for users who returned the handset after the two-week grace period, reports PC World. Google reduced the termination fee by US$200, which means users will now have to pay US$350 in termination fees to Google and T-Mobile instead of US$550. Google is positioning Nexus One as a serious competitor to Apples iPhone but the smartphone has not seen stellar sales to date. According to a report last week from analytics group Flurry Inc, Google sold just 80,000 Nexus One smartphones in its first month on the market, roughly one-eighth the number of units the original iPhone shifted in its debut month."
"Google has responded to criticisms of poor customer support for its new Nexus One smartphone by launching a dedicated phone helpline in the US. Google noted on its Nexus One support page this week that a helpline will be available between 7am and 10pm (EST). However, it will only handle order and shipping enquiries; for both technical support and repairs & return Google asks users to contact a US number for HTC, the Taiwanese firm that manufactures the device. Network queries are pointed to T-Mobile USA, Googles Nexus One operator partner in the US. Many early purchasers of the Nexus One which was launched at the beginning of the year have complained of inadequate customer support. As the device is available SIM-free via the web and is not supported by an operator in the usual way, Google had previously been only able to respond to customer queries via email, and taking up to two days to respond. This is a new way to purchase and support a mobile phone, and we're committed to sorting out the few kinks that do exist," a Google spokesman said last month in response to the complaints.
In addition to offering phone support for the Nexus One, Google has also cut the termination fee for users who returned the handset after the two-week grace period, reports PC World. Google reduced the termination fee by US$200, which means users will now have to pay US$350 in termination fees to Google and T-Mobile instead of US$550. Google is positioning Nexus One as a serious competitor to Apples iPhone but the smartphone has not seen stellar sales to date. According to a report last week from analytics group Flurry Inc, Google sold just 80,000 Nexus One smartphones in its first month on the market, roughly one-eighth the number of units the original iPhone shifted in its debut month."