RPad.TV

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.