Google's Customer Service Shortcomings Revealed

Google has become a way of life for most of us. We use their search engine, their free e-mail service, the company's name has even become a synonym with the act of finding information on a subject. So it's no surprise that people expect a lot from Google. This past week Google revealed it's Nexus One smart-phone. Google prepared an impressive device and an interesting sales model . What they didn't prepare for was the rush of support needs.

Google only provides support via email and makes it very clear that responses to support requests could take a few days to respond too. This may have worked for Google's online services, but it is causing a tremendous amount of frustration for customers whom have urgent questions on the status of their orders or technical problems. As any mobile service provider will tell you, customers are extremely demanding when it comes to their mobile service and a well designed phone is only one piece of the package.

Google has admitted it needs a serious reshaping of its customer serivce. Let the Gethuman community now if this is empty lip-service or is Google handling customer needs seriously.

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Posted by GetHuman on Mon, 11 Jan 2010 7:55pm