New owners of the Nexus One are complaining that they can’t find answers to support issues from Google, and that they’re being passed back and forth between it, HTC, and T-Mobile.
A report by PC World detailed several of the hundreds of complaints users have posed to Google’s support forums.
Prior to the phone’s launch, many pundits predicted that Google’s positive brand familiarity with consumers would give it a strong position to market a smartphone. However, the new smartphone (or “superphone” as Google executives like to call it) is the company’s first attempt at selling hardware to consumers.
Like Microsoft, Google is discovering that selling software (or in Google’s case, giving away free software supported by ads) is a very different business than selling and supporting hardware.