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Google is selling the phone directly to end-users. That means many users are turning to it first, and the search giant doesn't have the kind of customer support that mobile-phone users are accustomed to.
Looks like Google can shoot itself in the foot too.
As google customers in the adWords and adSense world already know..their customer support is next to useless..they get away with that because of a near monoply situation.. Welcome to the REAL world Google..
Learn fast, employ some real people and don't give 'canned replies' or you will be canned real fast..Bots just can't do everything ...as yet.. Next step.. Robots..with AI (anything to avoid a real customer service).
Google appears to be only accepting e-mail customer queries, to which it pledges to reply in one to two days -- far too long, say most people who are complaining online.
They really didn't think this through at all. Why didn't they simply get a call center to handle customer queries as an outsource business.
And going a lot deeper why a Google phone? Its just an HTC device running a slightly modified version of Android? Is it unique? would it not sell more units being offered through the existing networks?
Google sees a market, goes after it and tries to "kill" the competition. In this case not quite so, because they still need the networks. Every network is different. Phones need to be configured correctly before they will operate on a network. Everything from voivemail numbers to APN addresses. It may well have some settings installed, but if not customers will have a hard time getting set up.
The only real looser I see here is the consumer. Did they save money? probably not, they would get a comparible phone (Hero/iPhone) for free on most networks. More work for the user? Yep.
Giggle has the message, and the message forum, and this is our first example giggle will do it. Grin and bear it, kiddies. Most of us have seen it coming for years. Isaac Asimov saw it back in the 1950's...
A few years back we saw "Bladerunner" as a corporate example...
If they gave it away to work anywhere, super cheap or ad based, no cancel fees, or just something really unique, maybe you could not have good customer service.
This isn't the revolution I was hoping for and it doesn't make sense to me.