Google Unprepared for Nexus One

By on January 13, 2010 in Android, Nexus One, T-Mobile

I think it can go without saying that Google was a little unprepared for selling the Android 2.1 powered Nexus One direct.  Just yesterday, The New York Times posted an article wondering where Google’s customer support was, and there are a few stories prior to that related to the 3G issues people are having and T-Mobile is acknowledging which have already pointed out some very lacking support from Google.  It reminds me of a friend I refer to as the “stupidest smart-guy” I know.

Google is very good at what it does best.  Google employees are all very intelligent I’m sure as I have read through some of Google’s interview questions (at least reported questions as I cannot confirm them) and have to say those people have to be sharp to get a job.  So, what happened Google? It seems to me to be a bad case of stupid common sense that sometimes affects even the best of us.  Wanting control over the design and sales of an Android device makes a little sense.  I mean, Google is the mother of Android and why not want to steer the design and hardware a little on top of the software.  Good idea, but poorly executed.

The idea was; Google would market and sell the phones directly.  Any immediate sales questions such as “When will I receive my phone?”, “How much will it cost me?” and “What are the phone’s features?” Google decided to handle directly, mostly through it’s website.  Google stated that any hardware related questions should be directed to HTC and and service/network related questions to your cell service provider, T-Mobile or AT&T etc.

For other problems, please contact our partners.

  • HTC: Contact the HTC customer care center at the number listed in the Service & Repair section of the HTC website.
  • T-Mobile: Visit the T-Mobile website to get more information about your T-Mobile service plan.

The problem is this: For most issues with cellphones it is very hard to determine if it is a hardware, software or service/network problem. I would have thought someone at Google would know that.  The user will quickly spiral into an infinite loop of, “It’s not an issue on our end, check the other company.”

Now, it’s been just over a week since Google first started offering the Nexus One, early reports suggest that 20,000 units were sold, nothing to write home about and quite frankly, if true, a little sad for N1.  However, consumers can expect that as the initial sales torrent slows down, support for the N1 should be coming faster and easier.  Especially as some of the 3G kinks get worked out and Google picks up it’s CS game.

“We have to get better at customer service.” – Andy Rubin, VP of engineering in charge of Android

Yes, Andy, you do.  This whole thing sort of reminds me of one of the Nexus One Google sponsored YouTube advertisements floating around.  In the clip everything is going well, it’s great stuff, very entertaining, then, at the end, they fumble when it really counts.

Please note that I am all for Android, all for Google and wish them the best in the adventure. I want to see Android have a long a prosperous life and I’m 100% sure the smart people at Google can figure this out. In the end it will just take a little time to work the kinks out, just like my “stupidest smart-guy” friend, I have to just laugh a little and be understanding.  I know that there are a few users out there who have serious issues with the N1, either hardware or software or network related that don’t feel like laughing a little and want some serious answers now.  Let’s hope Google steps up and things get moving quickly.

New York Times

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  • http://www.trevisol.com Ryan Trevisol

    I think they should have called the Nexus One a Beta, like GMail was for so many years. That always makes it easy to forgive these little glitches. :-)

  • http://www.trevisol.com Ryan Trevisol

    I think they should have called the Nexus One a Beta, like GMail was for so many years. That always makes it easy to forgive these little glitches. :-)

  • http://www.corrosivecontent.com ANkh

    does

    “I think they should have called the Nexus One a Beta, like GMail was for so many years. That always makes it easy to forgive these little glitches. :-) ”
    I dunno, the Phone is a consumer device, I think the store is what is in BETA.

    Google may be full of geniuses but maybe they need some product testers:
    i.e. idiots who will try anything, but are great at writing it up.

  • http://www.corrosivecontent.com ANkh

    does

    “I think they should have called the Nexus One a Beta, like GMail was for so many years. That always makes it easy to forgive these little glitches. :-) ”
    I dunno, the Phone is a consumer device, I think the store is what is in BETA.

    Google may be full of geniuses but maybe they need some product testers:
    i.e. idiots who will try anything, but are great at writing it up.

  • http://www.trevisol.com Ryan Trevisol

    “i.e. idiots who will try anything, but are great at writing it up.”

    And if Ben and I don’t qualify for that, then who does?

    *nudgenudge* eh, Google? *winkwink*

  • http://www.trevisol.com Ryan Trevisol

    “i.e. idiots who will try anything, but are great at writing it up.”

    And if Ben and I don’t qualify for that, then who does?

    *nudgenudge* eh, Google? *winkwink*

  • 1977twenty3

    You seem to be missing why this phone is a failure.

    Google tried to trick people into buying an “unlocked” phone for $550 that only works (3G) on on T-Mobile, thereby making the term “unlocked” worthless. No one fell for it and it turned people off. If Google would have added the AT&T frequency then people would have been given the choice to choose what provider they want without having to buy a new phone for each service. Personally I would have bought the [unsubsidized, no contract] phone and migrated to T-mobile later when my AT&T contract ended, but now I’m going to hold on to my iPhone and keep AT&T until a “multi-provider frequency” phone comes out. Before Google shadiness, that last sentence would have included “Android OS”.

    The hope was that this “unlocked” phone would change everything and other carriers (Sprint/Verizon/MetroPCS/Boost) using CDMA networks (non sim-card) would convert to GSM in order to keep up creating a flood of competitive wireless service options.

  • 1977twenty3

    You seem to be missing why this phone is a failure.

    Google tried to trick people into buying an “unlocked” phone for $550 that only works (3G) on on T-Mobile, thereby making the term “unlocked” worthless. No one fell for it and it turned people off. If Google would have added the AT&T frequency then people would have been given the choice to choose what provider they want without having to buy a new phone for each service. Personally I would have bought the [unsubsidized, no contract] phone and migrated to T-mobile later when my AT&T contract ended, but now I’m going to hold on to my iPhone and keep AT&T until a “multi-provider frequency” phone comes out. Before Google shadiness, that last sentence would have included “Android OS”.

    The hope was that this “unlocked” phone would change everything and other carriers (Sprint/Verizon/MetroPCS/Boost) using CDMA networks (non sim-card) would convert to GSM in order to keep up creating a flood of competitive wireless service options.

  • http://www.thesearethedroids.com Benjamin Shockley

    How is that any different than Apple Charging $599 for their “unlocked” iPhone 3GS that only has AT&T 3G frequencies?

  • http://www.thesearethedroids.com Benjamin Shockley

    How is that any different than Apple Charging $599 for their “unlocked” iPhone 3GS that only has AT&T 3G frequencies?

  • http://www.trevisol.com Ryan Trevisol

    @Ben: It’s quite a bit different. First, IF you can buy a phone for $599 from Apple or AT&T, it will still not be unlocked. Secondly, Apple has an explicit exclusivity agreement with AT&T. Google has no such agreement and in fact will have it with Verizon by the spring.

    I actually agree with 1977twenty3.

    This phone was meant to signal a break with traditional carrier dependence in the United States. But it didn’t. The ONLY difference between this and a typical phone sale from a carrier is that it’s unlocked. You can buy a no-contract phone from AT&T or T-Mobile for a higher price, but it won’t be unlocked. This phone is unlocked, but you can’t use the 3G on the only other GSM network in this country. If it had been a phone you could truly use on 3G with either AT&T or T-Mobile, that would’ve been something. Instead, this is like buying a G1 from T-Mobile for $369 and then rooting it. Nobody does this, because, compared to a G1 (or a Cliq, or a MyTouch) with no 3G, an iPhone for $199 and no hassles or rooting is a much better alternative for most people.

    That said, I still want one. Especially if it’s a free review unit.

  • http://www.trevisol.com Ryan Trevisol

    @Ben: It’s quite a bit different. First, IF you can buy a phone for $599 from Apple or AT&T, it will still not be unlocked. Secondly, Apple has an explicit exclusivity agreement with AT&T. Google has no such agreement and in fact will have it with Verizon by the spring.

    I actually agree with 1977twenty3.

    This phone was meant to signal a break with traditional carrier dependence in the United States. But it didn’t. The ONLY difference between this and a typical phone sale from a carrier is that it’s unlocked. You can buy a no-contract phone from AT&T or T-Mobile for a higher price, but it won’t be unlocked. This phone is unlocked, but you can’t use the 3G on the only other GSM network in this country. If it had been a phone you could truly use on 3G with either AT&T or T-Mobile, that would’ve been something. Instead, this is like buying a G1 from T-Mobile for $369 and then rooting it. Nobody does this, because, compared to a G1 (or a Cliq, or a MyTouch) with no 3G, an iPhone for $199 and no hassles or rooting is a much better alternative for most people.

    That said, I still want one. Especially if it’s a free review unit.

  • http://www.thesearethedroids.com Benjamin Shockley

    I understand where you are coming from. But, it wasn’t Google who said this was going to be a signal break. It was the general public hoping it would be a major game changer. Google simply chose to sell the phone unlocked. They very clearly point out with their link “Will this phone work with my SIM?” that it does not support 3G on AT&T. No “trickery” or “shadiness”. That is the point I’m making.

    Of course, I’d have loved to have seen this phone supporting all 3G bands, so you could use it on any network. That’s what almost everyone wants, but Google and/or HTC didn’t do that. They didn’t say they were going to, they just didn’t do it. It sucks we are stuck using iPhones and N1s on specific networks if we want full speed.

    I need to start my own cell phone company so that I can finally have what I want. I also want it to run all the CDMA networks as well, so I really do have freedom of choice. Oh well.

  • http://www.thesearethedroids.com Benjamin Shockley

    I understand where you are coming from. But, it wasn’t Google who said this was going to be a signal break. It was the general public hoping it would be a major game changer. Google simply chose to sell the phone unlocked. They very clearly point out with their link “Will this phone work with my SIM?” that it does not support 3G on AT&T. No “trickery” or “shadiness”. That is the point I’m making.

    Of course, I’d have loved to have seen this phone supporting all 3G bands, so you could use it on any network. That’s what almost everyone wants, but Google and/or HTC didn’t do that. They didn’t say they were going to, they just didn’t do it. It sucks we are stuck using iPhones and N1s on specific networks if we want full speed.

    I need to start my own cell phone company so that I can finally have what I want. I also want it to run all the CDMA networks as well, so I really do have freedom of choice. Oh well.