Google Under Pressure After Nexus One Complaints

The spokesperson also pointed users to this support website, which points users to Google’s help centre, where there is a lot of troubleshooting information. A trip to T-Mobile’s help forums showed this notice:

“Google and T-Mobile are investigating this issue and hope to have more information for you soon. We understand your concern and appreciate your patience.”

The Google spokesperson also added this explanation of which company will service what:

“HTC will provide telephone support for device troubleshooting and warranty, repairs, and returns. Google will also offer self-help through our help centre, user-to-user help through forums, and email support to customers who are unable to find answers to their questions online. We promise to answer email inquiries within 48 hours. T-Mobile USA will of course field calls regarding their service (including service billing inquiries).”

Google’s redirection of complaints and pledge to answer email inquiries within two days aren’t sitting well with customers accustomed to simply walking into an AT&T store to get help with their Apple iPhones, or owners of the Motorola Droid, who can waltz into a Verizon Wireless outpost and seek aid.

Google must work its way through the painful grind of helping customers resolve their problems with the device, or at least pointing users to HTC or T-Mobile.