It has been 28 days since Google launched the Nexus One phone and its Google.com/phone web site. Some aspects of Google’s foray into consumer electronics went smoothly. Some didn’t. I caught up with a company representative to get some insights on the launch and Google’s mobile-phone future. Some of the answers were insightful and some were the standard PR line. Check it out and see for yourself!
Raymond Padilla: Considering that the Nexus One was Google’s first attempt at selling consumer electronics, what were some of the things the company did right? What were some things the company could have done better?
Google: Because we just launched the Nexus One four weeks ago, I think it’s too early to comment on these questions.
RP: A lot of journalists are fixated on iPhone killers and are unable to talk about the Nexus One without comparing it to the iPhone. To me, the bigger story is Google.com/phone. Isn’t that the bigger deal?
Google: We do view our new consumer web store as a significant announcement. With the Nexus One and future devices, our hope is to change the way consumers purchase a mobile phone. The goal of Google’s new consumer channel is to provide an efficient way to connect Google’s online users with selected Android phones from partners. We want to make the overall user experience simple: a simple purchasing process, simple service plans from operators, and simple and worry free delivery and start-up.
RP: Some of my readers don’t see how Google.com/phone is changing anything. I see it as a work in progress with the potential to change the market. How is Google’s effort to sell phones directly to customers different than buying an unlocked phone off of Amazon.com, for example?
Google: Working with device manufacturers and operators worldwide, our vision for this new program is to give customers more choice and simplicity when it comes to purchasing their mobile phones by matching hardware preference to service options. Our ultimate goal is to give the consumer the opportunity to buy the phone of his/her choice (as more phones beyond the Nexus One become available) and choose an operator which best meets his/her needs. This is a new model in the US, and we hope it simplifies the buying process for mobile devices moving forward.
RP: What about the disadvantage of not being able to play with a phone at a store. Some people feel that the Amazon Kindle would have been more successful if more consumers could see what it could do first hand. The Nexus One is currently in a similar boat. Doesn’t it take a leap of faith to buy a $529 product without getting to play with it?
Google: We are introducing a new consumer purchasing model with the Nexus One. It will only be available through our Google-hosted web store initially, and we have included tools in this online store to enable users to take virtual tours of the hardware and software elements of Nexus One.
RP: In a perfect world, what will Google.com/phone have to offer one year from now? Would 25 phones on all four major American carriers be a conservative or aggressive estimate?
Google: The Nexus One is just the beginning, our plan is to:
- Add more operator partners in the US and internationally.
- Launch more Google-branded devices, brought to market in partnership with other Android handset partners.
- Bring these devices to more countries for more consumers to enjoy.
RP: Some customers need someone to talk to for customer service. Are Google’s support forums for the Nexus One enough?
Google: Our support site can be found at google.com/phone/support, which has pointers to our help center, where there is lots of troubleshooting information. HTC provides telephone support for device troubleshooting and warranty, repairs, and returns. Google also offers self-help through our help center, user-to-user help through forums, and email support to customers who are unable to find answers to their questions online. T-Mobile USA also fields calls regarding their service (including service billing inquiries).
We work quickly to solve any customer support issues as they come up, and we are trying to be as open and transparent as possible through our online customer help forums. We’ll continue to address all issues in as timely of a manner as possible, and we’re flexible and prepared to make changes to our processes and tools, as necessary, for an optimal customer support experience.
I can see where Google is going with this one. I'd still like to have it in my hands and goof around with this. I like the whole open source thing. I wish my iphone was like this, (when it's not jb). I may end up getting a Google phone sometime in the future if Apple doesn't improve on the newer iphones i.e. flash support, tethering (att more than apple), mulitasking, having more freedown to customize your background/springboard and icons. I like being an individual and rocking my nerd-om! I have a cool Marvel them on it right now.
I don't see them rocking too many boats if specific models and skus have to be built for carriers. I think they are just setting up shop while looking forward to LTE devices.
@Smartguy They don't have a choice with current tech because of frequencies. The rumor is that they will have Nexus One models for all four majors. They might not have a choice with LTE either, since carriers can use different frequencies if the choose to.
@tokz_21Flash support will be pretty irrelevant in the near future. HTML5 is the way forward.
@Ray
LTE is gonna be huge. From what I understand about it, LTE won't be limited to phones and laptops. Appliances and such will have connectivity. The big draw for LTE as far as carriers go is that it will be metered. I honestly only see Verizon being the major player here since ATT and TMobile will milk HSDPA for the foreseeable future.
I know you are talking about the online store…but as far as the actual thing they sell…the only difference I see is having to buy it from them unsubbed instead of going to a store and buying it unsubbed. You are still chained to a particular carrier if you want certain functionality or don't want to be gouged by your carrier of choice. Honestly, who in the hell would pay full price for Nexus One and then run it on ATT for $30 per month for Edge connectivity?
I see a bright future for google.com/phone when LTE hits.
@Smartguy I think you missed my point. Different carriers and devices can use different LTE frequencies. Universal interoperability isn't a certainty. There's a good chance things will be the same as they are now, with different carriers using different bands.
@Ray
No, I get you. Verizon is the only company I see working and using the 700mhz spectrum though. I also think that LTE will lend itself to be more of a universal standard since so many devices other than phones can utilize it. Just an opinion though based on what I read. Gonna be interesting.
@Smartguy Verizon is certainly going to be first. AT&T and T-Mobile will be behind it. Sprint bet big on WiMax and that could be the company's downfall.
@Ray
I wonder how far behind? TMobile will have to have one hell of a CAPEX going forward and ATT won't have 7.2 HSDPA all over (relative for AT&T) until 2011. Just typing that pisses me off. They talked about going from 3.2 – 7.2 last summer and they still will drag it out to last quarter 2011.
@rpad
I know html5 is the wave of the future but I'm still stuck in the present and I can only complain about what I don't have now or what I want my phone to have right now.
@Smartguy Verizon claims it will launch its LTE network in 2010. I expect AT&T and T-Mobile to have a limited launch in Q4 2011 or Q1 2012.
@Ray
that's an ambitious time frame for one of those companies.
My new dream is to have a tablet and a Bluetooth headset as my phone. Why? So I can look like I’m from the future of course XD
@Smartguy They both have the money and there's likely going to be a big race to second after Verizon kicks off LTE.
@Ray
it was a jab at ATT. I don't see them being viable in LTE until 2016 at the earliest.