  MattAll noise, no signal.Premium
join:2003-07-20
Jamestown, NC
kudos:12 |  Google Weakness
I've read that while Android is free and promoted as "open source," there isn't any traditional method to submit fixes to the code and if you do, there isn't a way to get feedback on your submission.
I haven't had to call for support on my Droid, but if I did I would expect top notch support for the cost of wireless service.
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 | | | No Support from Google Anybody who has followed Google with other stuff they offer (like Google Voice), knows there's no support, or of the slimmest variety. If anyone is expecting a toll-free number to call Google for support, they're dreaming. | |
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| | | | Re: No Support from Google said by burgerwars:Anybody who has followed Google with other stuff they offer (like Google Voice), knows there's no support, or of the slimmest variety. If anyone is expecting a toll-free number to call Google for support, they're dreaming. Without a doubt, Google has always taken the brick wall approach to its services. Have a problem with one of their free services? Talk to a brick wall. Get your gmail account stolen? Cut your loses and setup your own email on your own domain (hint: zimbra). Last time I checked, if you did somehow get ahold of someone, they would ask you for the last emails to hit your inbox. I don't know about you, but at least once every 30 minutes I get at least 2-3 new emails. They need better support.
Don't get me wrong, their software is great...but if you have the best software, but if you don't have the support to back it then it isn't worth it.
I think its simply because they simply couldn't keep up with the requests. | |
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| | | | | Re: No Support from Google This isn't a FREE service we are talking about this time tho. That approach isn't gonna fly when the phone costs a pretty penny. | |
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| | | | | | Re: No Support from Google it will fly. Only because we're talking about Google here. The company that can't be evil and only creates good!
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| Reviews:
 ·WOW Internet and..
·Time Warner Cable
| Re: Google Weakness support lacks in ALL Google areas. I had a question about changing account information in my advertising account with Google..never got a reply back or anything. They still kept charging my bank account after it was even changed in their web system.
No email support, no phone support, NOTHING!
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 ryangPremium
join:2001-04-01
Chicago, IL | The cutting edge has it's down sides Single carrier, trying to talk to the Borg, first generation hardware, etc...
Besides hardware issues, I would assume anyone grabbing this phone is all over an android forum somewhere. Consumer based forums are usually more helpful than their customer support reps. | |
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| | | | Re: The cutting edge has it's down sides Just because there are forums and bulletin boards out there doesn't mean the company should not be expected to provide support!!
(If that is the expectation these days then I think people in the community should stop doing free work for very big companies.) | |
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| | | | | Re: The cutting edge has it's down sides why should we wait for a company to put something out when someone else can do it now? i had android 1.6 a least a month before t-mobile pushed it to my wife.
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 pnh102Reptiles Are Cuddly And PrettyPremium
join:2002-05-02
Mount Airy, MD | Wrong Approach What are the underlaying problems that are causing people to need support in the first place? Those should be fixed first.
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"Net Neutrality" zealots - the people you can thank for your capped Internet service. | |
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| | | Re: Wrong Approach said by pnh102:What are the underlaying problems that are causing people to need support in the first place? Those should be fixed first. I bet half the calls are failure to read the manual.
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|  GbcueAlmost P.E.Premium
join:2001-09-30
Santa Rosa, CA
kudos:8
 ·AT&T U-Verse
| said by pnh102:What are the underlaying problems that are causing people to need support in the first place? Those should be fixed first. It's probably mainly the 3G/EDGE problem.
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| | | | Re: Wrong Approach thats the most common problem i've seen from the few people that I know who got the N1. i wonder if they can push a fix for it OTA or not.
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| AVonGaussPremium,MVM
join:2007-11-01
Boynton Beach, FL | Re: i'm still lost That's like saying Foxconn should provide support for the Apple iMac because they built and assembled the iMac. The Nexus One is a Google product, Google needs to support it - retail can be a bitch some times... | |
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1 edit | It's a nice idea, but the cellphone industry hasn't worked that way. When you have a problem with a phone you bought from Verizon, even tho it's made by HTC, who do you call? Verizon. Same should apply here.
If Google wants to put their name on the phone and tout the thing, then they should be ready to fully support it. Otherwise take their name off it and let HTC support it AND take the glory of having this fancy new phone available. | |
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| | | | Re: i'm still lost said by Chuck_IV:If Google wants to put their name on the phone and tout the thing, then they should be ready to fully support it. Otherwise take their name off it and let HTC support it AND take the glory of having this fancy new phone available. I think you're correct, but only insofar as the OS is concerned. Offering solid support for Android should be a no-brainer in my opinion. When it comes to the hardware, I can understand the argument that HTC should be the ones responsible for providing support. Truth be told though, I have a feeling that 90% of the support issues brought up are going to be software related because people either don't RTFM or just plain don't "get it".
- Tate
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It's time to let go of TDM people. If it's not IP-based, it's crap! | |
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| | | | | Re: i'm still lost Average customers are neither going to make nor appreciate that distinction (between OS and hardware), when it comes to who is supposed to support it. | |
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| | | | I can understand verizon. they usually cripleware their phones.
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| |  ThrowDemsOutIf you can't convince 'em, confuse 'emPremium
join:2002-03-03
Mullica Hill, NJ
kudos:4 | said by Chuck_IV:If Google wants to put their name on the phone and tout the thing, then they should be ready to fully support it. Especially since it is their OS and most smartphone problems are NOT hardware problems, but software ones. And the next level down of problems will be the carrier. The phone mfg would be last in line.
So the call should go to Google 1st and the carrier 2nd. But promising 3 day email support just doesn't cut it. That will be the biggest problem people will encounter with Google and why I would avoid buying a phone from them until they can support their product with live phone support.
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| | | Reviews:
·WOW Internet and..
·Time Warner Cable
| Re: i'm still lost very true. Especially since i have the option to purchase the phone directly from Google. Why does TM have to provide support for the device if I bought it from Google directly?
By the way doesn't TM still have the clause that states if the device isn't purchased directly from their website, phone sales or retail stores, they don't have to support it?
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| openbox9
join:2004-01-26
Alexandria, VA
kudos:1 | said by John McClane:as to how people think google needs to support the device. they just sell it. It's Google's name. Google has a huge vested interest in maintaining the viability/reliability of its brand. If your dishwasher doesn't work when you get it home and plug it in, you most definitely go back to Home Depot. Home Depot will replace it or swap it out for warranty work. Plus, Home Depot will most likely even deliver the dishwasher to your house and set it up for you. If Google wants to play with the big boys, they'll need to step up IMO. | |
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| | | said by John McClane:as to how people think google needs to support the device. they just sell it. I buy a dishwasher from home depot, i don't exactly expect them to service it. I expect the manufacturer to do that. How do people not get that this is an HTC phone and therefore HTC should be the ones doing all the service? or am I wrong all together? I haven't seen the warranty/manual They put their name on it so they should either support it or make sure someone does or their name goes down with the complaints.
If Home Depot sells me a bad dishwasher, I return it to them, not to the manufacturer (if it is within a 30 day period.) | |
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|  jsz0Premium
join:2008-01-23
Jewett City, CT | Probably depends if you bought it unlocked or not. If you went with the unlocked model the carrier has no obligation to support it. If you got it with a contract they do. This is probably why we're hearing conflicting reports and people getting bounced around between companies. | |
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| | Reviews:
·Comcast
 ·T-Mobile US
·AT&T U-Verse
 ·Vonage
| Re: i'm still lost said by jsz0:Probably depends if you bought it unlocked or not. If you went with the unlocked model the carrier has no obligation to support it. If you got it with a contract they do. This is probably why we're hearing conflicting reports and people getting bounced around between companies. valid point.
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| | | | that depends on if TM still has the old clause in their contracts or not.
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| chuckkk
join:2001-11-10
Warner Robins, GA Reviews:
·Cox HSI
| The phone service provider is the usual source for support on/with the provider network. It's unusual for the phone Mfr to need to get involved, unless there is an obvious defect in the phone model.
I had a somewhat similar situation years ago with a Nokia phone and Cingular. Seems that Cingular loaded modified "firmware" that Nokia did not support, since Cingular did not document the changes and give them to Nokia. Part of the changes prevented the phone user from manually (from a menu) selecting available alternate service when the primary GSM service was unavailable or malfunctioning. Other changes prevented the phone from properly switching to analog roaming providers, including Cingular analog service when GSM was not available. The phone was originally designed and sold to be both GSM and analog capable. (GAIT phone) | |
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| | Mine is on its way... My Nexus One is supposed to be here either today or tomorrow. I ordered one purely for evaluation purposes. I intend to return it within one week but that should be ample time to write a review on the device itself and to test out T-Mo's service in this area. As a current Sprint Hero owner and Android fanatic, I'm confident I'll love the Nexus One... but T-Mo's service is a whole different story. My plan is to cancel my Sprint account and purchase an unlocked Nexus One for use on T-Mo's network if this initial trial ends up impressing me. If not, well, I'll just stick with Sprint and my Hero until something better comes along.
Oh, and yes - I know I'm going to pay a restocking fee and a prorated service fee for the time I'm testing but to me it's worth the $80 or so dollars to be able to write my review and gauge T-Mo's service where I live and work.
- Tate
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It's time to let go of TDM people. If it's not IP-based, it's crap! | |
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| jpboss
join:2003-09-13
Conyers, GA
1 edit | Re: Mine is on its way... Wow, they don't have an APP or MAP for that? | |
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| | | | Re: Mine is on its way... said by jpboss:Wow, they don't have an APP or MAP for that? No, and they might even give you crap for that. | |
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calibax
join:2000-12-08
Sunnyvale, CA | Google doesn't understand support The basic problem is that Google is run by a bunch of smart people who don't need support themselves so don't understand why others do. They want to do cutting edge stuff and in their view, support doesn't fit in that category. In short, support isn't sexy.
Add to that the proudly stated Google policy of only hiring grade "A" people, and you have an issue. People with top line computing degrees generally don't want be first line telephone support.
Add to that Google's somewhat young workforce. Google is known for disliking of people over a certain age. There are several court cases a present - one before the California supreme court, as I recall.
Add to that the flat management structure at Google (one of my friends is a first line manager and she says she has 45 direct reports) and you have little management oversight.
All in all, not a company that understands their customers needs - unless those needs happen to coincide with their needs. And not a company that is set up to do support. | |
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| | | Re: Google doesn't understand support did you actually say anything here?
can someone break this down for me? i'm not smart enough to understand it.
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| | calibax
join:2000-12-08
Sunnyvale, CA | Re: Google doesn't understand support I'm really sorry. Perhaps I should have used shorter words?
Summary: Google management is immature and hasn't run any companies that need to do support, and they don't have people with the needed skills in the right places.
Does that help? | |
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| | | | | Re: Google doesn't understand support you must think that google only does advertising? | |
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| | | said by calibax:The basic problem is that Google is run by a bunch of smart people who don't need support themselves so don't understand why others do. They want to do cutting edge stuff and in their view, support doesn't fit in that category. In short, support isn't sexy. Add to that the proudly stated Google policy of only hiring grade "A" people, and you have an issue. People with top line computing degrees generally don't want be first line telephone support. Add to that Google's somewhat young workforce. Google is known for disliking of people over a certain age. There are several court cases a present - one before the California supreme court, as I recall. Add to that the flat management structure at Google (one of my friends is a first line manager and she says she has 45 direct reports) and you have little management oversight. All in all, not a company that understands their customers needs - unless those needs happen to coincide with their needs. And not a company that is set up to do support. calibax
You spoke VOLUMES in that post! After spending 3 +years in that disaster they caused buying the radio automation products from dMarc, and their abysmal product they "replaced" the legacy products with, they have no CLUE how to support anything or anyone.
Regarding them hiring "only the best and brightest", some of the crap I saw in that company leaves me shaking my head every time I see or hear that line.
Google doesn't understand the real world. Add to that anything that isn't done the "Google way" is the wrong way in their opinion.
Flame away, Google Kool-Aid drinkers. | |
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 funchordsHelloPremium,MVM
join:2001-03-11
Yarmouth Port, MA
kudos:5 | Google Browser + Google's Nexus One site = No Sale Using Google Chrome, my office mate goes to Google's Nexus One site where he can select from T-Mobile or No Carrier and he can't get past that screen.
He had to use Firefox to order.
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Robb Topolski -= funchords.com =- District of Columbia -- KJ7RL
Test your Broadband connection today! -- »measurementlab.net/ | |
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| | | Re: Google Browser + Google's Nexus One site = No Sale I had the same issue. Hilarious irony. | |
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