Oh dear, after all the excitement and hype surrounding the Google Nexus One SmartPhone, which was being hailed as the ultimate iPhone killer by the way, it seems things are not going quite as well as Google would have liked.
First it would appear that Google didn’t sell as many phones as they were expecting to in the first week of sales.
Ok so they haven’t mentioned a word about how many Nexus One Handsets were actually sold but industry analysts are estimating somewhere in the region of 20,000 would be about right.
Google has also been swamped with complaints regarding the new SmartPhone and as Google opted to deal with all the sales themselves from their own online shop; it is Google who have to deal with the complaints too.
Many unhappy users who bought the phone or upgraded to the Android based device, found they had problems connecting to 3G with it, but the main complaint from Nexus One customers was that there was nowhere to go or to call for support, their only option was online.
Michael Gartenberg, a technology strategist and Vice President of Strategy and Analysis with Interpret thinks Google is learning some important lessons here.
“You would have to call their approach either naiveté or hubris” he said.
“Google has learned a number of things; most importantly that selling the device is only part of the equation” maintains Gartenberg.
It does make you wonder if they really imagined that customers would just turn up at the website in their droves, buy the phone, and then everyone would live happily ever after. Life just isn’t like that.
“You have to wonder what Google was thinking putting this thing out there with no place for customers to call for support and automated email support that takes days to get answers” Mr Gartenberg said.
There’s some light at the end of the tunnel for some existing and some new Nexus One customers though, T Mobile has now lowered the price on the device in the US by around $100 for individual customers and for regular customers wanting to upgrade to the Nexus One SmartPhone.
Those who have already upgraded will be given a refund. However, the offer doesn’t apply to business users or those with family accounts so check with T Mobile to see if you’re eligible as not everyone is.
I guess we all live and learn, even Google.
