Google's Nexus One Customer Support Lacking?

In terms of hardware at least, Google's Nexus One is just about the hottest phone in the world right now. Android 2.1 is a fantastic OS and most reviewers have been very positive about this "superphone". However, SlashGear reports that not all is well with the Nexus One. Several sites, including Engadget have seen complaints from readers about the new phone's 3G. The Nexus One support forum is also filled with people who have issues with their new superphones. The problem appears to be an issue with the phone randomly switching from 3G to the slower EDGE. Users who attempt to contact Google for customer service have found that the company only handles issue reports via Email, which can take a day or two to be answered. It is clear that Google has an issue with its customer service; Andy Rubin even admitted as much in an interview.Google is new to the retail business, and it's clear that they weren't quite as prepared as they ought to have been for a launch of this size. They deserve to be harangued and yelled at over this bungle, but don't take these issues out of context. The Nexus One is still a fantastic device, I've been using mine for the last two days with nary an issue. It's going to take time for Google to be as good as Apple at selling and supporting mobile devices. This is really their first. There is nothing damning about a few rough patches. As long as Google works quickly and effectively to smooth those patches out, I doubt they'll lose any customers. Then again, this stumble could be just the first sign of weakness from a Google that's stepped far outside of its element. Only time will tell.

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