Google building phone support for Nexus One

A Google job advertisement indicates the company is building a telephone customer support operation

After struggling to support Nexus One customers using an online-only approach, Google appears to be developing a phone customer service operation.

The Digital Inspiration blog noticed a Google job advertisement for a phone support program manager for Android and the Nexus One.

The position includes building and managing telephone support for Android and Nexus One customers, according to the job posting. It’s not clear if Google will be handling the operation entirely internally or if it will partner with an outsourced call-center operation.

Google spokeswoman Katie Watson declined to answer questions about the company’s plans. However, she said Google is prepared to make changes in response to customer needs.

“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,” she wrote in an e-mail.

Shortly after the Nexus One was released, Google faced a deluge of complaints from users struggling to find help for various problems.

Many contacted T-Mobile only to be referred to HTC, which often directed customers back to T-Mobile. Google accepts only e-mail queries, in addition to its online help forum, to which it responds in one or two days.

While it appears that Google was unprepared initially to support phone customers, it has begun to be more responsive on the help forums. On Tuesday it pushed out a Nexus One software update to fix a problem that some people had with connecting to 3G networks.

Join the Good Gear Guide newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags supportGooglenexus oneAndroid

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Nancy Gohring

IDG News Service
Show Comments

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Matthew Stivala

HP OfficeJet 250 Mobile Printer

The HP OfficeJet 250 Mobile Printer is a great device that fits perfectly into my fast paced and mobile lifestyle. My first impression of the printer itself was how incredibly compact and sleek the device was.

Armand Abogado

HP OfficeJet 250 Mobile Printer

Wireless printing from my iPhone was also a handy feature, the whole experience was quick and seamless with no setup requirements - accessed through the default iOS printing menu options.

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?