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February 2, 2010 2:51 PM PST
Wanted at Google: Nexus One phone support
by Tom Krazit Font size Print E-mail Share 31 comments Share Google is looking for customer support professionals to handle its Nexus One phone, a clear sign it has recognized that its self-service support model has limits.
Google could soon start taking customer support inquiries over the phone, a major shift in its service strategy.
(Credit: Google) Digital Inspiration noticed a posting on Google's job boards looking for a "Phone Support Program Manager, Android/Nexus One," to be based at Google's Mountain View, Calif., headquarters. "As Phone Support Program Manager for Android and the Nexus One, you are responsible for ramping up and managing operations of Google's telephone support for our direct-to-consumer Android/Nexus One customers," Google wrote in the ad.
Google has gotten by with a pretty bare-bones customer support operation to this point in its history. Forums, FAQs, and e-mail support are pretty much the extent of what Google offers to everyone other than paid customers of Google Apps.
But following the launch of the Nexus One, Google's support forums were flooded with questions from customers who were having shipping and technical issues. Google attempted to direct questions to HTC and T-Mobile, its hardware and carrier partners on the Nexus One, but the Nexus One is being sold exclusively through Google at the moment, and it's the company that customers look to when they have a complaint.
Google declined to share specific plans for Nexus One customer support provided by live human beings, but confirmed the job posting was legitimate.
"We're working quickly to solve any customer support issues as they come up, and we are trying to be as open and transparent as possible through our online customer help forums. We continue to address all issues in as timely of a manner as possible, and we're flexible and prepared to make changes to our processes and tools, as necessary, for an optimal customer support experience," the company said in a statement.
It seems no matter how Google builds out its customer support team, it will likely do so in its own way. One of the job's responsibilities will be to "define and implement scalable business practices that leverage our internal best practices in one-to-many support to create efficiencies in high-touch support activities through channels such as phone and chat," according to the post. The person will also be responsible for coordinating support efforts with partners, such as HTC, T-Mobile, and other carriers that will eventually support the Nexus One.
Tom Krazit writes about the ever-expanding world of Internet search, including Google, Yahoo, online advertising, and portals, as well as the evolution of mobile computing. He has written about traditional PC companies, chip manufacturers, and mobile computers, spending the last three years covering Apple. E-mail Tom.
Topics: Internet, Personal TechTags: Google,Nexus One,customer serviceShare: Digg Del.icio.us Reddit Yahoo! BuzzFacebook Twitter
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Will the Nexus One be a hit? Add a Comment (Log in or register) (31 Comments) prev next by The_happy_switcher February 2, 2010 3:20 PM PST
Google: good example of a company that has only brought a knife to a gunfight and is about to get plugged several times by its competition: guess who?
Like this Reply to this comment 1 person likes this comment
by slickuser February 2, 2010 4:19 PM PST
Google is sloppy!
Local Apple store replaced my 3GS in ~5 mins with new one once they determined that it was a genuine issue
and couldn't be repaired.
Can you do that Google!
Like this 1 person likes this comment
by monkeyfun14 February 2, 2010 5:33 PM PST
Yeah but when your MacGyver who needs a gun?
Like this 2 people like this comment
by solitare_pax February 2, 2010 5:33 PM PST
But - but wasn't this supposed to be the fabled iPhone Killer? The slayer of all things Apple? The second coming of the Turing Test?
I suppose we should not have believed the drooling tech-boy hype.
Speaking of which - I suppose the reviewers on CNET are going into iPad withdrawal now that its out. Oh well...
Like this by monkeyfun14 February 2, 2010 5:33 PM PST
Wow comment glitches
Like this 1 person likes this comment
by AppleJihadHunter February 2, 2010 5:44 PM PST
Are you guys comparing a long existing hardware company (Apple) with new baby company (Google)?
I've learned in a history class that empire Japan invaded China with guns and canons. Chinese fought back with knives and swords. First, China lost the entire country. Then they finally kicked Japanese out of their country completely.
Time will tell! For now, just laugh and laugh! Tmobile, Verizon, Nextel, ATTT are adopting Android and then iPhone will disappear on the planet.
@Slickuser
my HTC phone was swimming in the pool. it took me only 1 minute to get my files back (hint: SD slot). Can you do that Apple?
Like this 1 person likes this comment
by Yelonde February 2, 2010 8:28 PM PST
@ AppleJihadHunter
Yes I can... with my iPod touch that has now taken 2 trips to the washer, and still works perfectly.
First off, your Japanese/Chinese WWII analogy is incorrect, because the Instrument of surrender forced Japan to give up China. That would mean that, if we were to compare your comparison to the tech world, the FCC would have to force apple from selling the iPhone, for example. That will probably never happen.
Next thing, the iPhone may go to new carriers this year, which would make it even more attractive than the young android platform.
Finally, I would like to say that your name is a hilarious example of how much PC fanboys really hate apple users, simply because they use apple products. Mind your own business.
Like this by slickuser February 2, 2010 8:32 PM PST
@AppleJihadiFromPakistan
You need to put that SD slot on some computer to get your files. With iPhone, your mac/windoze PC would already
have all your stuff. (iTunes dude).
Like this by bdhillon February 2, 2010 3:26 PM PST
About time. Always hated their e-mail/forum only support model. Even for small businesses that spend $3000 for google mini search appliances, they don't offer phone support. They apparently don't think spending $3000 warrants a live human on the phone for support. Get real Google.
Like this Reply to this comment 5 people like this comment
by ikramerica--2008 February 2, 2010 3:30 PM PST
Exactly. Part of why the iPhone has a positive user experience is because when things go wrong, you talk to Americans (US and Canadian) support staff specifically trained in the iPhone who know how to fix it or who can authorize a replacement, either by delivery or by going to an Apple store. They are helpful, patient and courteous in my experience, and replacing a phone is an easy process (replaced my dad's phone that died on an update easily). I myself had to replace my phone because a small crack was developing around the mute switch. I thought I'd have an argument on my hands (since it was getting bigger slowly, but it still wasn't that big), but they just looked at it, confirmed it hadn't been dropped by inspection, and told me that they would be happy to replace the 32GB phone I had at no cost, but did warn that my data would be wiped and offered to back it up. I told them I had it backed up, and asked if we could do the remote wipe just to see how it works, and they thought that would be fun and showed me how it works. I was in and out in 15 minutes with a new phone, and mobileme had already put all my non-media data back on the phone.
Google is going to have an uphill battle to match that kind of service starting from some email/chat help bots...
Like this Reply to this comment 4 people like this comment
by NathanPiechocki February 2, 2010 4:46 PM PST
Wow, yeah. That's pretty impressive. I've had similar experiences with T-Mobile, and they've definitely earned my good will and recommendations. Good customer support provided by people who speak your language goes a long way for me, and I'm sure it does for many others. I'm glad I've had no problems with my Nexus, because if I did, I can only imagine how frustrating an experience it would have been. I honestly can't believe Google bungled this thing so badly.
Like this by jtang87 February 2, 2010 3:32 PM PST
Good to see Google working on this. I'm honestly a bit surprised to see Google making a foray into customer service at all.
Like this Reply to this comment 1 person likes this comment
by censorshipblows February 2, 2010 3:48 PM PST
Moron alert!!!!
Like this Reply to this comment by nfwriter9999 February 2, 2010 3:48 PM PST
Not happy about their deceptive advertising for the Nexus One either. Ads for the phone are ubiquitous on Google pages, offering it for $500+, or $179 with a TMobile contract. Well here I am a TMobile user without a contract but they refuse to honor that ad.
Because of the misleading ad, I won't do it. The additional $100 they want rankles, but the bad marketing is worse. It makes me wonder if they are changing their corporate motto.
Like this Reply to this comment 2 people like this comment
by nfwriter9999 February 2, 2010 3:48 PM PST
Not happy about their deceptive advertising for the Nexus One either. Ads for the phone are ubiquitous on Google pages, offering it for $500+, or $179 with a TMobile contract. Well here I am a TMobile user without a contract but they refuse to honor that ad.
Because of the misleading ad, I won't do it. The additional $100 they want rankles, but the bad marketing is worse. It makes me wonder if they are changing their corporate motto.
Like this Reply to this comment by dinkeldorf February 2, 2010 3:53 PM PST
If someone can successfully innovate custoemer service, it's a gold mine. Many opportunities on a large scale.
Like this Reply to this comment by writeanddraw February 2, 2010 4:07 PM PST
i h8 google
Like this Reply to this comment 4 people like this comment
by atish505 February 2, 2010 4:28 PM PST
perhaps that is why the iPhone sells only in USA and Canada and is a flop everywhere else where people know how to fix things. iPhone is for mentally challenged.
Like this Reply to this comment by seven7dust February 2, 2010 5:28 PM PST
are you kidding me ! Get your facts straight !
the iPhone is runaway hit even in place like Japan ,
a place where Even the likes of Nokia had to pull out of
as far as other places goes , western Europe is also becoming a huge market
U.K and France especially !
Australia is another market with iPhone dominance !
and Korea and China sales have also gotten of to a decent start as well
if anything it's Android,RIM and palm that are mostly U.S based !
Like this by Yelonde February 2, 2010 8:31 PM PST
Guess that means that the majority of the business world is mentally challenged as well? I am so glad that a person like you, who is not mentally challenged can tell us about successful people who are apparently, more mentally challenged than you. Why listen to successful, money-earning individuals when we can learn about the world from random cnet users like yourself?
This has been my most sarcastic comment on cnet to date!
Like this by atish505 February 2, 2010 4:28 PM PST
perhaps that is why the iPhone sells only in USA and Canada and is a flop everywhere else where people know how to fix things. iPhone is for mentally challenged.
Like this Reply to this comment by NathanPiechocki February 2, 2010 4:54 PM PST
Nice troll.
I honestly can't understand fan-boyish loyalty for any big company, be it Google, Apple, Microsoft, Sony, or any other big corporation. Now, if this were a community project like Ubuntu, Arduino, MakerBot, or some other open-source project I contributed to, sure. Last I checked, though, I had to shell out my own hard-earned wages to use any of their products, they were all making plenty of good money off me, and they certainly didn't need me looking out for their best interests.
Like this by cloudmatt February 2, 2010 5:18 PM PST
Wow lots of hate for Google for working to fix a problem. You guys scream foul when they make a phone then you condem them when they have troubles doing a new thing. Now they start fixing the issues, while juggling a cell company's and a phone manufacturer's issues as well. The nexus one model is trying to go a new direction for cellphones and wireless providers. As most stuff Google it's public beta for all, expect issues, wait for update and more often than not get pleasantly surprised.
For those of you with iPhones give Google voice a try it's kinda fun the transcriptions are a riot and maybe it will help bring the app through approval.
I love my nexus one it isn't perfect wouldn't want it to be.
Like this Reply to this comment by monkeyfun14 February 2, 2010 5:33 PM PST
Yes but when your MacGyver who needs a gun?
Like this Reply to this comment by monkeyfun14 February 2, 2010 5:33 PM PST
Yes but when your MacGyver who needs a gun?
Like this Reply to this comment by AppleJihadHunter February 2, 2010 5:40 PM PST
Are you guys comparing a long existing hardware company (Apple) with new baby company (Google)?
I've learned in a history class that empire Japan invaded China with guns and canons. Chinese fought back with knives and swords. First, China lost the entire country. Then they finally kicked Japanese out of their country completely.
Time will tell! For now, just laugh and laugh! Tmobile, Verizon, Nextel, ATTT are adopting Android and then iPhone will disappear on the planet.
Like this Reply to this comment by AndroidFTW February 2, 2010 7:21 PM PST
Google just released Nexus Multi-Touch update !!!! Woot Woot !
Apple iPhone sales will decline faster now !!!
Like this Reply to this comment by Yelonde February 2, 2010 8:32 PM PST
Oh wow, the nexus gets a feature the iPhone has had for years. Without a doubt, the iPhone will surely die!
Like this by slickuser February 2, 2010 8:29 PM PST
You need to put that SD slot on some computer to get your files. With iPhone, your mac/windoze PC would already
have all your stuff. (iTunes dude).
Like this Reply to this comment by usarioclave1 February 2, 2010 11:17 PM PST
Wow, if Nexus users get support, why not Adwords and Adsense users? The nexus only costs $700. There are Adwords and Adsense users out there who have wasted tens of thousands of dollars, and all they get is lame email support.
Like this Reply to this comment by felbutss February 2, 2010 11:29 PM PST
i thought it was a google phone. HTC hardware lol. so its a HTC phone
Like this Reply to this comment (31 Comments) prev next Add a comment
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