Nexus One Customer Support gets an upgrade - a phone number
It’s been no secret that customer support for the Nexus One was , and an area which Google readily admitted needed some improvement. The company must have been hoping that their new online-only sales model could extend to online-only customer support, but it’s quickly become apparent that people would rather pick up the phone and talk to a real person than spend time browsing support forums for answers to their queries.
Google has responded by making it possible for customers to for answers to order status and shipping queries. They’ve also provided a telephone support number to HTC for repairs, returns and technical support.
Whilst not a total surprise, this is a fairly new territory for Google who haven’t until now offered such a direct line of contact for support queries. TechCrunch have published an official response from Google explaining the change:
By design, we focused initially on providing the best possible customer support through our on-line channel, and our experience in the four weeks since the Nexus One launch enabled us to significantly enhance that on-line support offering. We have been able to address a large majority of customers’ inquiries successfully through on-line support, in combination with phone support from our partners, HTC and T-Mobile. That said, our approach with our new consumer channel is to learn fast and continue to improve, and we have, therefore, also been developing our capabilities to provide a number from Google, 888-48-NEXUS (63987) for live phone support for the Nexus One. Live phone support from Google, combined with an optimized on-line support experience, enables a superior Nexus One customer experience.
Well known for improving their software offerings through continuous iteration and ever better versions it looks as though Google is taking the same approach with their new consumer phone store. ‘Learning fast and continuing to improve’ is something Google have shown themselves extremely capable of with their software offerings and direct phone support will be a welcome upgrade for Nexus One customers.
