With the introduction of Google’s new Nexus phone, Google’s been catching some heat for their lack of customer service. In the past, Google’s attitude was that all their tools were in beta or barely out of it, and in the vein of open sourced applications, the user was pretty much on their own for support. There were large forums and a little bit of Google email. For corporate accounts there are third party assistance but Google themselves never really provided a traditional path for consumers to address their needs.
Now as Google enters into the consumer hardware arena they are finding that the customer wants satisfaction that a three day turn around to emails can’t satisfy. It will be interesting to see how Google handles this. I’d love to see just how Google will approach a service desk. They have the budget to do it right. It’s just a question of how long it will take to set it up.
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