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In a recent post (rant) published on this blog the target was telecom and electronics in general and specifically wireless communications e.g., cell phones and the lack of attention paid to voice service. Just as vendors ignore recent revelations of hacking encryption techniques that expose vulnerabilities customer service has been largely ignored with Google’s launch of Nexus One as the excerpt and link below indicate. But also in the previous rant on this blog the notion that fools rush in explains why the lack of due diligence by those purchasing the latest and greatest allows vendors to be so arrogant.

Customers who have already bought the Nexus One—especially an unlocked one at full price for $529—feel they should be able to call a customer support line instead of waiting on Google to respond via e-mail, whenever that may be. Google has said that it may take days to answer inquiries online, but that’s not fast enough for dissatisfied customers.

Having a small percentage of the consuming public display the gotta have it mentality in years past served the rest of us well. It was like sending up a test balloon to see if new technology delivered. But over time that small group has become large contributing to the proliferation of poor products and services.

In spite of all that Nexus One has going for it, not everything is perfect. As of this writing, there are no accessories, yet. Even though the phone supports what seems to be very robust car and home docks, there are no signs of them being sold. There’s nary a shipping screen cover or silicone case, if such things are important to you. All you have is the micro USB connector and a 3.5mm headphone jack. And for the money, Google could definitely have included a much bigger microSD card than 4GB. Even the Droid came with a 16GB card

Just a day apart the articles referenced above from Ars Technica act like good cop, bad cop. Pan the customer service and then extoll the virtues of Nexus One with a muted discussion of its shortcomings. For the price, none of those problems should exist. But again, since fools rush in, there is no pressure for vendors to offer value for the money.

News Analysis: Google is one of the most respected and admired brands in the computer industry. But glaring problems with the early stages of the Nexus One smartphone rollout betray a lack of careful planning as well as a lack of experience in handling the introduction of a major new mobile hardware product.

The appraisal by Eweek is not as soft as Ars Technica. And it includes a ten point list suggesting how this will hurt Google. Too bad it is not likely to alter the habits of the gotta have it folks that allow this situation to exist in the first place.

Google’s Nexus One phone may have been one of the most anticipated devices of the last few weeks. But since the smartphone’s launch last Tuesday, it has left a string of unhappy customers in its wake.

Nexus One has been plagued by consumer complaints including spotty 3G connectivity, a high early termination fee, poor customer support from Google and problems with the touchscreen.

The review from Wired is on point as well. And it is a reminder about this blog’s continuous and primary complaint about wireless voice services. They take a back seat to all other features offered by cell phone vendors. We all get geeky from time to time but the fact remains a cell phone is exactly that. A cell phone first where voice communication should be the first priority. And ti should not cost hundreds of dollars to get one.

Can’t exit this post without a comment on the evil tech empire to compare and contrast. The Consumer Electronics Show was held again this year and apparently the current Darth Vader of IT, Steve Ballmer picked up where Bill Gates left off.

When Microsoft CEO Steve Ballmer took the stage at the Consumer Electronics Show Jan. 6, the tech world was expecting something major.

Just about every announcement Ballmer made during his keynote involved relatively minor product upgrades.

The lemmings still flock to Microsoft. And in fairness to MS, you can now find them flocking to Google and most other vendors as well. Will it ever stop?

Stanford Matthews
MoreWhat.com

This entry was posted on Thursday, January 21st, 2010 at 12:00 am and is filed under Money Matters, Technology, wordpress, telecom, Opinion, Business. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.