San Francisco, January 16: Google is learning that being a star contender in the smartphone arena takes more than a big name and well-crafted hardware.
Nexus One has stumbled since its grand launch on January 5 as buyers grumble that there is nowhere to go but online for answers to complaints or questions.
“You would have to call their approach either naivete or hubris,” said interpret analyst Michael Gartenberg.
“Google has learned a number of things; most importantly that selling the device is only part of the equation.”
The internet giant unveiled its new Nexus One smartphone in a direct challenge to heavyweight Apple’s iPhone handsets, billing it as a “superphone” and the next step in the evolution of its Android software.
Google worked with Taiwanese electronics titan HTC to make the Nexus One handsets, sold exclusively from the internet company’s online shop at google.com/phone. There are no real-world stores or service centres for the devices.
The touchscreen devices sell for $179 if bought with service from T-Mobile, while “unlocked” handsets that can work with any telecom providers cost $529.
“You have to wonder what Google was thinking putting this thing out there with no place for customers to call for support and automated e-mail support that takes days to get answers,” Gartenberg said.
“There is a reason that Apple invests so much and devotes so much space in their stores for service and support after sale (of an iPhone).”
Nexus One hardware stands up to iPhone devices but premium smartphones are about “ecosystems” that include synching with online services and compatibility with hip, fun or functional “apps,” according to Hubert Nguyen of popular gadget website Ubergizmo.com.
“The hardware of the Nexus One is by and large better, but it is only half the experience,” Nguyen said.
—Agencies