Page last updated at 12:08 GMT, Monday, 11 January 2010

Complaints greet Google Nexus One phone

Nexus One phone, AP
Some customers are unsure who will help answer queries about the phone

Google is being inundated with complaints about its Nexus One phone.

The touchscreen smartphone was launched on 5 January and can be bought directly from Google and used on almost any phone network.

But confusion over who should answer customer queries has led many to file complaints on support forums.

Many people are unhappy with Google only responding to questions by e-mail and are calling for it to set up phone-based support.

Phone frustration

Americans can buy the Nexus One directly from Google for $529 (£331) or on a contract with T-Mobile for $179 (£112). In the UK the phone will be available via Vodafone but prices and launch dates have yet to be released.

The support forums that Google has set up for the Nexus One are filling up with complaints from many of the first to buy the phone who need help.

...we're committed to sorting out the few kinks that do exist
Google spokesman

The top query, with more than 500 responses, is about how much people should pay for the phone and whether existing customers of T-Mobile can get the device at a reduced rate. Only new customers of T-Mobile will be able to pay $179.

Many are also trying to get more information about the phone they have placed an order for to see how long it will take to reach them.

Almost 500 people have logged problems with the Nexus One's support for 3G wireless networks. Others reported bugs when synchronising contacts or getting the handset to work with existing Google accounts.

Many are also complaining about the amount of time that it takes Google to respond to queries. Google said it would answer problems via e-mail though any response may take a day or two to arrive.

Frustrations were also reported by those that had turned to either T-Mobile or HTC for help and had been bounced back and forth between the handset maker and the mobile operator. Conflicting information about the phone, particularly if it supports 3G, is being given by Google's partners.

A common sentiment on the support forum was that for the $500 people have paid for the phone they should be able to call a dedicated help line.

"Right now it's a big mess," said KseniaCoffman on the forum.

Google has answered a handful of the questions posted on the query but so far the vast majority lack a response from the search firm.

"We've worked closely with our Nexus One launch partners to make support available through a variety of channels," said a spokesman for Google. "This is a new way to purchase and support a mobile phone, and we're committed to sorting out the few kinks that do exist."



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