Nexus One stumbles as Google

GOOGLE is learning that it takes more than a big name and well-crafted hardware to be a star contender in the smartphone arena.

The company's Nexus One smartphone has stumbled since its grand US 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 and vice president of strategy 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 centers for the devices.

The touchscreen devices sell for $US179 ($194) if bought with service from T-Mobile, while "unlocked" handsets that can work with any telecom providers cost $US529 ($579) each.

"You have to wonder what Google was thinking putting this thing out there with no place for customers to call for support and automated email support that takes days to get answers," Mr Gartenberg said.