Google seems to finally responding to complaints about the poor customer service for its Nexus One smartphones. The search giant has started offering limited phone support for Nexus One users, who till now could only ask for help by e-mail.
Nexus One customers who want to inquire about the status of their order or shipping can call Google's support line (1-888-48-NEXUS). The line isn't open 24 hours though. Technical support calls are still being handled over e-mail.
Yet, the move should help ease the frustration of at least some customers who have said on the company's online forums that they have had a tough time getting a reply from Google in response to their problems.
In January, Google introduced the Nexus One as the first device to be sold by the search company itself, rather than a manufacturing or carrier partner. The Nexus One, which runs the Android 2.1 operating system, has been designed by HTC and is available on contract with T-Mobile’s network in the U.S.
But just days after the device went on sale, many customers said that they couldn't get a quick response from Google's support team.
Separately, Google has also slashed the early termination fee for users who return the phone after the 14-day window but before 120 days.
Earlier, Nexus One customers who bought the subsidized $180 version of the phone on T-Mobile and then decide to cancel their contracts paid $200 to T-Mobile and a $350 "equipment recovery fee" to Google. Google has now reduced the latter to $150, down from $350. T-Mobile's contract cancellation fee remains the same. Upgrade customers will now be charged $50 by Google, instead of the original $250 fee. Google didn't explain why it made the cuts.
"Google’s overall financial philosophy with regard to operator service plans remains unchanged: We make no profit from commissions from operators or from equipment recovery fees, and our recovery fees are based on operator charges to Google for early termination of service," a Google spokesperson said in an e-mail.
See Also:
- Google Nexus One Leaves Customers Sour
- Google Promises Fix to Nexus One 3G Problems
- Review: Google Nexus One
- Google Debuts Android-Powered Nexus One 'Superphone'
- Google Adds Pinch-to-Zoom to Nexus One
- Everything You Wanted to Know About the Google Nexus One
Photo: Jon Snyder/Wired.com
