Google Nexus One Customer Service Train Wreck

Would you like some cream with your schadenfraude pie? Hoof on over to the Google Mobile Help Forum and have a quick read through the Nexus One pages.

It would seem as though the likely-to-know-everything-about-you-lads forgot perhaps the most important thing in shipping the Production 1 Nexus One ’superphone.’ Customer Service. Whilst every other manufacturer can get away with debugging P1 in the marketplace, they do have the benefit of operational support systems, both their own and those of their Operator customer’s.

Google has gone live on a rushed hardware release with only a forum and an email address for customer support. They are promising a response within 48 hours. Well, you live and learn. I am sure they will throw a lot of money at this and recover.

Perhaps the Internet is being unkind and Google are victims of their own success? To a certain extent, maybe that’s true but you don’t need to go to MIT or Stanford to understand the importance of Customer Service. No, you just need a dash of common sense and a soupçon of humility.

Image: McCord Museum