USA Today is reporting that Google's support forums have been overloaded with complaints on a variety of issues just eight days after stores began selling its new smartphone. They stem from coverage and delivery problems, network compatibility, dropped calls and operation woes.
The wireless industry sells phones several ways: through company-owned stores; via third-party retailers like Best Buy and RadioShack; and online, where customer telephone service is an option. Google historically hasn't offered telephone support even for its multibillion-dollar online advertising service.
Even though the Nexus One is offered at a discounted $179 with a two-year contract from T-Mobile, T-Mobile isn't involved in the marketing, delivery or customer service, beyond wireless service issues. Google sells the phone directly to consumers at google.com/phone. The Nexus One, built by Taiwan's HTC, runs an updated version of Google's Android operating system.
Issues are posted on a support forum, where Google promises an e-mail response within 48 hours. Based on the volume on Google's message forums (as of Tuesday evening more than 650 people had written about "spotty" 3G coverage alone), Google has a lot of e-mail to reply to.
Read the full report at the USA Today Web site.