Google is taking steps to address customer support problems that cropped up soon after the release of its Nexus One, a phone that Google currently only sells online. On Feb. 8, Google began providing phone support in addition to existing efforts to solve problems through online forums.
Until recently, customers who had problems or questions ?and wanted to talk to a customer service representative — had to call the phone’s maker, HTC, if their questions concerned the hardware. Or they had to call T-Mobile USA to inquire about service. Now, Google has begun also offering phone support for customers with questions on existing or pending orders, at 888-48-NEXUS (63987). It’s a small but important step toward making consumers comfortable with buying phones online vs. through carriers, as they normally do today.