One week after the phone’s launch, Google support forums are filing up with complaints from Nexus One owners who are having trouble connecting to T-Mobile’s 3G network.
Adding insult to injury, Google’s Nexus One support site provides a troubleshooting guide and directs customers to submit complaints via email even as it warns that a personal response isn’t likely.
One customer said he was prepared to return his new phone because it won’t stay connected for any length of time, even though his old phone works well from the very same spot.
“I’m at the point where I’m about to send this thing back. It ruins the whole experience if I can’t ever stay on 3G for more than a few seconds,” wrote Mark Baird, a software developer from Knoxville, Tenn.
The spotty 3G reception has attracted more than 500 comments on Google’s support forum, prompting the company to respond with a brief note: “We are investigating this issue and hope to have more information for you soon. We understand your concern and appreciate your patience.” T-Mobile’s Web site carriers a similar message.
It was not immediately clear how many Nexus One devices Google has already sold, making it impossible to know the percentage of owners who are experiencing connectivity issues.
A Google spokeswoman said that the issue has affected “a small number of users” and that Google was working quickly to fix any problems.
The connectivity issues have highlighted a key issue for Google, which teamed up with hardware partner HTC Corp. (HTCXF, 2498.TW) to build the device, as well as with Deutsche Telekom AG’s (DT) T-Mobile USA, currently the only U.S. carrier that provides a Nexus One wireless plan.
Google raised eyebrows with its plan to sell the phone directly to consumers through a Web storefront–and provide online service. The phone sells for $529 without wireless service, or for $179 with a two-year contract from T-Mobile.
A number of bloggers have questioned whether Google can continue to sell phones without providing the kind of personalized customer support they are used to.
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