December 22, 2014

Google Seeking Customer Support Professionals for Nexus One

If there’s one area where Google could improve the Nexus One experience, it would be in how support is handled.  Thankfully, things look to be headed in a positive direction.  A posting has been found on a Google’s job board that shows the company seeking a “Phone Support Program Manager, Android/Nexus One,” who will be based out of their Mountain View location.  This comes as welcome news to those users growing frustrated with forums, message boards, email support, and a perceived lack of human touch.

“We’re working quickly to solve any customer support issues as they come up, and we are trying to be as open and transparent as possible through our online customer help forums. We continue to address all issues in as timely of a manner as possible, and we’re flexible and prepared to make changes to our processes and tools, as necessary, for an optimal customer support experience,” the company said in a statement.

We’re assuming that whatever is done for the Nexus One will ultimately happen for other handsets as they are rolled out.  Whether that includes phone support or not remains to be seen.

Source: CNET via Androinica



  • http://twitter.com/apollostees @apollostees

    This is good news!

    Even though us geeks and techies already know our way around the device, without proper support the N1 won't appeal to the masses.

    If they can follow the windows model, that is have an OS that's fairely simple right out of the box with a wide range of support options. And, at the same time allow for 3rd party enhancement so that the power user isn't constrained they'll have a winner.

  • http://intensedebate.com/people/Davest010 Davest010

    Good to hear. I've had Android phones since the G1 was released, and I've posted three issues on the Google Android Support forums. Never once has a Google employee offered assistance, and never once has the issue been solved.

  • http://www.ghabuntu.com ghabuntu

    This is a piece of news I’ve been waiting to hear for a long time. I wonder what courses through the minds of Google execs when they think they can just sell their services/products and that’s it.

    In this day and age, customer care is the greatest deciding factor in how successful you will be with a given product. Their lackadaisical attitude when it comes to after sales service leaves much to be desired of a company their size.

  • webby

    It's a start. I had the G1 since day one, and bought the Droid on release, but I tell you for certain, with the support problems, 3G problems, etc., the N1 has had, if I had not bought the Droid, I would NOT have bought the N!, even tho I feel it is a nifty Android phone.

    It is just too much money to spend for a phone to have problems and lousy support. Even thou I am very geeky, as a consumer, I just will NOT put up with it.

  • Bob R

    I agree with ghabuntu in terms of the lack of customer service and actually thinking that forum and email support were adequate. I also remember at one point Google was routing complaints to HTC and T-Mobile, which resulted in both companies (HTC & T-Mobile) routing the complaints to each other. There seems to be a lack of communication or a clear plan to handle such problems upon launch between the three companies.

  • https://muhammadf0628.student.ipb.ac.id cuppy

    nice move.. cool..