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.

Nexus One Goes, So Goes Android

When Google (Nasdaq: GOOG) unveiled its wildly hyped Nexus One phone last week, it described the device as more than just another Android smartphone.

Rather, it dubbed the new handset as one of an emerging class known as "superphones" and "an exemplar of what's possible on mobile phones through Android," as vice president of product management Click to learn how AT&T Application Management can help you focus on the growth and profitability of your business. Mario Queiroz put it.

Fast forward a few days, and it's not at all clear that the new device deserves either of those titles.
Following the buildup and the much-anticipated release, criticisms are already mounting. Some argue that the Nexus One is just another smartphone, and with questionable connectivity to boot; others charge that customer service and tech support are lacking.

Perhaps even more notable is the fact that it's not possible for consumers to even touch the device in person before buying it, as it's available only online from Google's new storefront.

All is not rosy in Nexus-world, in other words, suggesting that perhaps the device may not live up to Google's aspirations for it.