Google launches dedicated Nexus One helpline

Web giant finally appeases angry users

Dan Worth, V3.co.uk 09 Feb 2010

Google has finally bowed to pressure from frustrated Nexus One customers by setting up a dedicated telephone helpline for users of its new smartphone.

Customers had complained in January of problems with the 3G connections on their phones, saying that Google, T-Mobile and HTC all seemed unsure over which was responsible for providing user support. Others bemoaned Google's reliance on the online channel to interact with customers.

However, Google explained in a new statement that, while it had previously hoped to address customers' questions via online support, it will now provide a dedicated phone line.

"Our approach with our new consumer channel is to learn fast and continue to improve, and we have been developing our capabilities to provide a number from Google, 888-48-NEXUS (63987), for live phone support," the firm said.

The phone line will currently offer advice only on purchasing inquiries for customers with existing orders, but the company plans to add technical support for device and software inquiries and pre-sales support in the future.

Google also said that HTC, which manufactures the handset, will provide Nexus One support for troubleshooting, repairs and returns, while T-Mobile will continue to offer phone support for service plan inquiries.

However, Google said that it remains committed to using online support where possible.

"We focused initially on providing the best possible customer support through our online channel, and our experience in the one month since the Nexus One launch enabled us to enhance that online support offering significantly," the statement said.

Google issued an over-the-air update last week for the Nexus One that fixed the 3G problems and added several new features, including Google Maps 3.4.

See also: