Who to Ask for Support for Nexus One…

The Nexus One, while being a very good Android device, has some issues. It is starting with the ordering process with Google and the upgrade eligibility with T-Mobile. There are also reports of signal quality with 3G as outline by Gizmodo. The Nexus One is made by HTC, distributed by Google and subsidized by T-Mobile, so who is responsible for technical support, software updates and contract conditions…?

Well HTC, through their Tweet account said 2 days ago:

For the Nexus One, rate plan related ?’s should go to your carrier. Hardware/software support, please reach out to HTC http://ow.ly/UnTI

and again today:

Again, if you need hardware/software support with Nexus One, please contact us (HTC) via http://ow.ly/VemJ

They take responsibility on their part of the deal, which is nice. Then, we can only assume that the 3G problem a lot of users are experiencing will be resolved with a software upgrade from HTC.

It seems the problem with the confusion came from Google who didn’t communicate about this, they could have done it from the Nexus One’s page. Also, T-Mobile was not ready to deal with the specific of customers already on contract with them as outlined by TmoNews.

Unfortunately, once again, this highlight the fact that carriers don’t care much about existing customers and prefer to be nice only with potential new ones! Google want to change the game by distributing the phone themselves but until there is an infrastructure in place (WiFi everywhere or use of white spaces) to do without them, we still have to deal with carriers!

  • Chuck

    Glad I went for the Droid. It's awesome!

    • Can't wait for the Droid to come to Canada…on a GSM network like Rogers/Fido.

      • Dan

        January 26th, Milestone hitting TELUS.

  • Bryan

    To say that T-mobile doesn't care about existing customers because of the pricing on the Nexus One is just flat out wrong. Google is selling the phone, Not T-Mobile.

    If T-Mobile was carrying the Phone New customers would pay more than existing customer's eligible for an upgrade (new customer $179.99 + $35 activation fee, Existing customer full upgrade $179.99 + $18 upgrade fee). This is no different than any other phone that T-Mobile carries, but T-Mobile is not carrying the Nexus One, just supporting it the same as any other unlocked device (unlocked iPhone, Nokia N900< etc…)

    Yes the pricing is not friendly to existing customers but that is Google's pricing not T-Mobile's.

    • A S

      I can't believe you (and also the folks on Tmonews linked in this post) seriously think that Google cares what plan T-Mobile offers to Nexus One buyers. Why should Google care what service plan T-Mobile gives as long as Google gets the subsidy amount for each Nexus One sold with a T-Mobile contract? Google would actually be happier if T-Mobile offered cheaper plans to more customers (both new and old) along with the Nexus One. Because that would mean more Nexus One sales for Google. Am I missing something here? I still can't believe you seriously think that Google would put restrictions on T-Mobile.

      • Bryan

        Google doesn't care what plan you use your Nexus one on but they are not loosing money to get you a phone, that is why you can buy the phone for $530 unlocked and unsubsidized.

        Now here is how the cellular industry works, there are two types of cellular stores corporate and third party retailers. Corporate stores are owned and operated by the carrier, in this case T-Mobile. Third party retailers are independently owned and operated, this is what Google is doing with the Nexus One. Google is not doing anything different from what Best Buy, Radio Shack, etc do when you buy a phone there except offering the unlocked and unsubsidized option.

        When you buy a phone from a third party retailer the carrier pays that store a commission for the customer, usually around $400 for new activations, and less for upgrades/ renewals, and also a commission on the features. Most retailers choose to make less money on renewals in order to offer existing customers the same price (full discount) as new customers; to remain competitive with the corporate stores, but they do not have to.

        Google is choosing to sell the Nexus one at their cost minus the commission amount that T-Mobile pays them for activating or renewing customer's contracts. This is a pricing decision that is made by GOOGLE. This will likely not change unless the Nexus One becomes available in T-Mobile Corporate stores. Because Google is the only place that you can purchase a Nexus One there is no incentive to lower the price.

  • Bryan

    Also here are support contact numbers for

    HTC 1-888-216-4736

    T-Mobile 1-800-937-8997

  • It would be good for Google to put our some sort of statement letting people know exactly where to get support. I think that this will stop them from selling these to the average user. Most users want to just go back to their provider to get anything that they need. If you go to TMo with this phone you will most likely get sales people wanting to play with the device and less help than people need / want.

  • That's true. It does cost a few bucks after the trial period.However, considering the insane fact that Verizon was charging me 50 dollars per month to get an extra 5 gigs on my "unlimited data plan" just for the privelage of getting those gigs via a smartphone /laptop tether, I am happy to pay the the one time fee to POAnet. It works. It's faster than my satellite internet, and for once I don't feel like I am getting reamed by my Cell Carrier