Google begins replying to more Nexus One complaints

Many customer questions, even simple ones, on Google's help forum are getting responses

Google appears to be trying to boost its customer support for Nexus One customers, posting replies to many more queries on its online forum.

Google has come under fire since the launch of the Nexus One after hundreds of messages were posted with complaints or questions about the phone. Many customers said that after calling T-Mobile they were referred to HTC, the phone’s maker, or the reverse. Google does not have a customer-service phone line, and customers sending e-mails were being told to wait one or two days for a reply.

On Friday, some even basic questions on the Nexus One forum got answers from Google customer support. For instance, one person asked if the phone would be available in Jordan, a question that Google answered on the day it introduced the phone. But a Google employee going by the name “ThatChrisGuy” posted a response, saying that the phone isn’t available in Jordan and he’s not sure when it will be.

Late on Thursday, Google also made a slight change to its pricing plan. In response to the more than 650 messages inquiring or complaining about costs to existing T-Mobile customers who want to upgrade to the Nexus One, Google said it standardized the pricing for eligible T-Mobile customers.

Initially, T-Mobile customers who had data plans and who qualified for an upgrade were paying US$379 for the Nexus One phone. Those without data plans paid $279. Now, upgrade-eligible T-Mobile customers will get the lower $279 price. Customers are eligible for an upgrade if they are at least 22 months into their contract.

People who have already paid $379 for the phone will get a $100 refund.

The new pricing option does not appear to address complaints from people who are on T-Mobile’s family plan. On the forum, people who say that they are on the family plan and have been for years are not eligible for any discounted price on the Nexus One.

When asked to clarify eligibility rules, Google referred the question to T-Mobile. T-Mobile said that pricing questions are best answered by Google, since it sells and markets the phone.

In response to queries from people having problems ordering, Google also posted a message saying that it has had a problem with orders from some countries. More than 450 messages in one topic describe how some customers have ordered the phone but even after days have not received a confirmation of their order. “Our system choked on a certain number of Singapore and Hong Kong addresses and they've been held until we could fix the issue. We've worked these kinks out and things should be smoother from now on,” wrote Google employee “Ry Guy” in response to those queries.

Google also acknowledged an issue that some people say they have with their phone maintaining a 3G connection. While T-Mobile has already said it is looking into the issue, Google late on Thursday posted to the forum that it is investigating the issue. “Also, just definitely be aware that if this issue can be solved by a software fix it will be addressed on an over-the-air systems update. If we find this is the result of a hardware issue, it'll be covered by the Nexus One Warranty,” Google employee Ravi wrote.

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