Is Google’s ‘super phone’ Nexus One turned out to be a super flop? The company is flooded with complaints relating to its first branded smartphone. In numbers too, mobile research firm Flurry estimates that Google sold around 20,000 units of Nexus One phone in its first week, the sales figure is well behind that of competing smartphones.
Nexus One is reportedly giving users tough time with Google’s support forums full of customer complaints regarding company’s poor service.
Here’s looking into what is Troubling Google Nexus One
Poor 3G connectivity seems to be one big sore issue among Nexus One users. According to reports, Nexus One switches back and forth between EDGE and 3G service even when strong 3G signals are available.
A user wrote on a customer forum, “Don’t have a “comparison” phone next to it, but I can confirm that the 3G signal falls in and out almost constantly. It moves between 3G and EDGE probably every minute.”
Another wrote, “I upgraded from a blackberry pearl to the nexus one. I cannot get any 3G service as of yet. Don’t know what the problem is. TMobile and HTC have not been able to help.”
A company spokeswoman said that Google is aware of the problem and is looking into it.
Poor Customer Support
Another issue troubling Nexus One users is the device’s customer service. Many users are complaining that they have to shuttle between Google, device manufacturer HTC and network provider T-Mobile USA to sort their issues. Many buyers are also grumbling that they have nowhere to go but online for answers to complaints or questions.
Usually mobile-related problems are directed to the service provider as in the US most people buy subsidised phones from a mobile operator. However, since Google is selling the phone directly to end-users, it has resulted in many users turning to the search giant itself.
Also, Google reportedly appears to be only accepting e-mail customer queries, to which it pledges to reply in one to two days. On the forums, Google promises an e-mail response within 48 hours, but offers no telephone service.
User forums are swamped by customer complaints that they need a proper customer care centre for the device just like other manufacturers provide.
Many users are also reportedly said to be facing problems in using the phone’s touchscreen and difficulty in returning back to the home screen. Google Nexus One features a 3.7-inch (9.4 centimeter) AMOLED touchscreen display. However, the phone doesn’t support multi-touch functionality.
With Google selling the phone directly to users through its website, many users have also complained about delivery issues.
Many users wrote on Google customer forum that they didn’t received order confirmation even after three days of placing an order. A user wrote that he is waiting for his order to be processed even after 72 hours.
Users are also reportedly facing issues with the battery life of Nexus One phones. The mobile phone’s battery seem to be shortlived, with many complaining that it runs out of power in a day even with minimal use.
According to Google, Nexus One offers talktime of upto 10 hours on 2G, upto 7 hours on 3G. Standby time is upto 290 hours on 2G up to 250 hours on 3G. The phone offers video playback of upto 7 hours and audio playback of upto 20 hours.
High Termination Fee
Another issue that has left many customers fuming is double termination fee.
The termination fees levied by both Google and T-Mobile adds up to a whopping $550 for customers who cancel their contract.
Google charges a $350 for “equipment recovery fee” for cancellations done in the first 120 days. T-Mobile charges Nexus One customers $200 for canceling at any time in the first eighteen months of their 2-year contract.
The phone costs $179 ($240) with a two-year T-Mobile contract and $529 without it.
With so many problems surfacing in just a few weeks of its release, I wonder what testing this phone has been through. Certainly Google has not delivered what is expected from it. Glad it wasn’t launched in India otherwise I would also have been a sufferer.
Info Courtesy: Indiatimes Infotech