Once Again, Google's Customer Service Is Becoming An Issue

from the this-again? dept

We've had a whole string of stories in the last few months about communication problems from Google -- from users getting locked out of their documents to advertisers banned with no explanation or recourse to a blogger who went six months trying to get Google to turn back on a blog that it had shut down. I've heard from a few Google folks, noting that they recognize it's an issue, and it's something that some people within Google are trying to deal with. But given all of these problems on "smaller" issues, perhaps it's no surprise that there's been an outcry over the poor customer service people are receiving after purchasing Nexus One phones from the company.

Google does lots of things really well. But, clearly, customer service is not one of them. And while its massive success can hide (or at least minimize) the impact of such poor customer service, at some point it's really going to begin to hurt, unless Google finally wakes up to the fact that when people have problems, they want to be able to reach out to a human being who will listen to them, hear what they have to say and (hopefully) help. Some have claimed that this is just not Google's culture -- and perhaps that's the case, but at some point that cultural flaw may cause much larger headaches.

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  1. icon
    Rashan (profile), 14 Jan 2010 @ 10:15am

    Google Customer Service

    I have been trying order a Nexus One for a bit, but I wont get into the whole ordeal. I do think its funny that when you call T-Mobile; they will call HTC for you and say "send an email to Google". When you call HTC they will take down your information (apparently they're gathering complaints to report to Google.), and tell you to email Google. You search on the Forums and see people begging for Google to post something dealing with their problems. You can try emailing Google, but they will tell you up front you may not get an answer but they will read it. It's Google version of "we are taking this matter very seriously".

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