The Google Experience – Excellent Nexus 7 Support

I have mentioned in my earlier Google Nexus 7 Review that I am having a small issue with my Nexus 7, the screen looks as if its foggy when I start it up it lasts for about 15 to 20 mins then the colors and screen contrast comes back to normal, I thought it was a software glitch and I tried to fix it through a few steps but it didn’t help.

So I called Google Support, they answered the phone very quickly, I told him what was wrong and looked like there was a bit of a screen memory ghost during those first 15 mins of the issue. The support on the phone asked me to switch off Auto-Brightness but that didn’t work and he ask me to do a factory reset which I did but that didn’t help the issue. Then he said he has been authorized to make this device as DOA (Dead On Arrival) and send me new one right away. That took a total of 10 mins without any fuss or complaining from my side which I think is fantastic, Google is out to make a point with the Nexus 7 and it seems they want everyone to be satisfied with it, so the support is just that good.

  • 48 Hours After The Support Ticket Was Created They Sent Me An Email With A Link To Get A New Nexus 7
  • They Sent Me A Prepaid International Shipping Label, I told them I am outside of the United States and said it is not a problem
  • They placed a hold on my credit card for the amount of Nexus 7 16GB until they receive the damaged unit
  • It will take two to three weeks until the new one is shipped to me because of the back log of orders they currently have

The guy even apologized the delay of send out the new device because they are currently on back order and I’m honestly satisfied I get to keep it another 10 days before sending it out, they have to get it 30 days after sending out the email so I really am without the Nexus 7 for about 2 weeks really which isn’t too bad. The best part about the tablet is the Vanilla software meaning its pure Android and with that you get the latest updates from Google Right away.

WIMD Support Services – How Support Should Be

During the orange storm that took place on Tuesday something happen to my internet connection, the weather condition doesn’t have an effect on the Wifi connection, the only issue is that if the equipment wasn’t bolted down correctly then the wind can move it slightly. I came back home to find that my internet connection was 1 to 2 MB. Luckily I had a good supply of shows to watch but surfing the net was painful. When you get used to highspeed anything else is just very very painful, so from 20 MB to 1.5 MB drove me nuts. I called up their support department, notified them of the issue, they went through the usual checks and said there was something unusual going on and an engineer would be dispatched by tomorrow afternoon which I thought was perfectly fine.

Next Wednesday afternoon I get a call from the engineer he said he will check the physical connection and get back to me. After three hours I get a call from the guy that he tweaked it and worked on it until he got it back to 12-14 MB which is the max he could get it working stably. He said he needs to come back with another engineer and test the receiving tower as well, he said he promised to get it back to 20 MB. I liked how he was very nice, called me when had a full update and didn’t just leave, he gave me a really good fix and verified that there was a major problem but he hasn’t figured what the main problem was but found a quick fix until the next day.

Then Thursday morning he was back and working at it with another engineer and he brought a spare transmission unit just in case mine was faulty. With the other transmission engineer and their support center they kept testing until they found the best work around solution. It seems something was interfering with the signal and I got really affected by it. They used the current equipment and didn’t need to replace it, but the great part is they had it with them. I tested the speed as soon as I got home got some very good numbers, even got about 2.4 Mbps for my download speed from the server which was insane. Excellent service, quick and consistent and this isn’t the first time I have an issue and they really get to it in a timely manner. This is the type of service that companies should follow.

Zain – Interaction With Their Tech Support

Blackberry9780

This was probably one of the funniest conversations I have had with Zain’s tech support, I just couldn’t believe what the guy was telling me. I had a problem with my phone, for the last few days its like my Blackberry was having blackouts a few hours at a time, then I went two days without BB connectivity, only connecting over wifi. After trying everything to troubleshoot the issue on my own I thought to call tech support and see what could be happening, because other people with BB were operating normally, and I recently paid the ridiculous amount so I didn’t have an overdue bill.

Conversation:

Tech – “Hello thank you for calling Zain”

Me – “Hello I have an issue with my Blackberry, it isn’t connecting to any Blackberry services”

Tech – “Did you try switching off your phone and turning it back on?”

Me – “I turned it off and turned it on, I took out the battery waited 10 mins and turned it on, I even took out the SIM card for 10 mins and turned it back on, is there something wrong with my line?”

Tech – “I don’t know, did you try putting another SIM in your phone to check if its not the phone?”

Me – “What do you mean you don’t know? And what other SIM?”

Tech – “Doesn’t a friend in your Dewaneya have a Blackberry? Try his SIM in your phone to make sure the problem is with the phone not the line”

Me – “Ok… Still What do you mean you don’t know if there is anything wrong with the SIM?!?”

Tech – “I can’t tell right now if there is anything wrong with your line”

Me – “Why can’t you?”

Tech – “Oh our system is down or being upgraded for the last 36 hours so I won’t be able to tell”

Me – “OK… So if I put another SIM and the phone works, then that means there is a problem with my line and now my phone, would you be able to do anything about it?”

Tech – “No we won’t be able to do anything to fix your line until our system is back up”

Me – “And when exactly will your system be back up?”

Tech – “Give us a call back in 24 hours”

Me – “Great.. Thank you Good bye”

Tech – “Goodbye and Thank you for calling Zain”

Thats 15 mins of my life that I will not able to get back.

Android & Google Overall

I have had the Google Nexus One for about 4 months now and really abused the hell out of this phone. Overall I am really enjoying the phone and its capabilities, Google has done a good job with the phone and OS overall but there is a lot of room for improvement. After using this phone for this period I wanted to point out the parts that need to be worked on objectively, its still one of the best phones to surf the net on, and I love how much you can really customize this phone but there are areas where I think they should work on it to develop a better experience for the user with Android and Google Phones.

OS Versions and Confusion

There are so many versions of the OS that some phones can’t support, from Android 1.5 to 1.6, and 2.0 to 2.1, and now 2.2 on the way, and I don’t even know their names. All these different version have their faults and limitations, and a lot of them don’t have compatibility between the other operating systems. And you can’t just auto-upgrade some of the phones as they have physical limitations to them that we don’t even know about. Even if you can upgrade them they don’t work on them quickly enough. There has to be a smoother process for people to enjoy the features of the new OS on phones they have already purchased, instead of feeling left out which is the case right now. A lot of the phones are very good phones such as HTC, Motorola, Sony Ericsson, and even the Nexus One but people don’t want to be left out of the new features of an upgraded OS.

Application Confusion

Google pushed so hard to have applications by the thousands available to people from day one. One very large flaw has come back to bite them in them in the ass, they let the applications get posted with almost very little review or check. Many of the applications crash constantly and don’t provide the service they promised. There is no genuine process to find the right application, there might be one out there but its like trying to find a grain of sand in the desert, its become huge and not clear. There are some popular ones and you can see reviews online but there is no mechanism for people to find the right application without some trial and error. Apple is stringent about their application publication procedure and Google went the complete opposite way of not even bothering, its easier to bring products to market and quicker but it turns the consumers and users into the test bed making it very annoying. They should have an external application so you can go through and take a look, a better ranking process, and thorough testing process. And one of the biggest problems at this point is application compatibility between different Operating Systems and Phones, might work on one and not the other and you would never know unless someone already complained about it in the comments. This is their biggest problem, people are only talking about the numbers, but I would want a lot less application if I can get better quality applications.

Nexus One 3G Issues

There is a genuine issue with the 3G connectivity of the Nexus One, its spotty and at times it just disappears and I can’t figure out why. When its connected its pretty damn fast, but Google took the route of dropping the issue which is very bad for them, leaving people regretting they go this phone. I’m doing fine without it but 3G connectivity for extra features on the phone is key. Google integration of all its services is great but whats the point if you can’t use it on the go. Other versions of Android phone seem to be functioning fine, but as the first phone directly from Google buying another phone isn’t a solution.

Multi-Touch or What

The legal battle for Multi-Touch has gotten out of hand and people are getting annoyed about it. Some phones have it and some phones don’t, some will get the upgrade and some won’t, some phones can’t even support it. The list is confusing OSes and different models and which can support it is insane.

Support

Google faltered in the beginning, for network support contact your operator, for hardware support contact HTC, for OS support contact Google but you really can’t. There was almost not support structure for the device or other machines in place. From what I have read online and my experience with HTC they are very good phones and very good support for their products, but somethings only Google can answer. If you want to deal with retail products and consumers then you have to have the support structure to deal with people, its not the same as just providing services, now they are providing products directly to people and they really do need to support it and work on it. Some people are saying too little too late, but I still think improving on services is critical for product success and people might say the Nexus One was a flop for Google but overall I think it taught them a lesson.

Overall

I do believe in the Android OS, for everyone who has Blackberry and iPhone they are excellent phones as well but Google is making up ground fast. Gone are the days of Sony Ericsson, Nokia and Motorola, now the new three giants have risen above them. Google, RIM, and Apple are really taking over and providing services to customers and more areas of revenue, nobody has push telecommunication providers like these three have, knocking them around as they like. Google is pushing hard to flood the market and get more market share, even going to the point as bribing providers but they are loving and they have a good product. Now to see what will happen next with the new iPhone, and so many other machines coming to market.

Support Details

SupportDetails

Ever wondered all the little details of your online persona, well this site gives it to you. A nifty site that presents all the little details of the machine your working on, you can export it as a CSV or PDF and use it as you see fit. It also tells you how much information websites can figure out from you just venturing on to them.

Link: SupportDetails

Apple Support Conversation

I decided to call the Apple store in Marina since I was told they could probably fix the problem. It was an interesting conversation for sure.

Me “Hello is this the Apple Store in Marina”
Her : “Yes”
Me “Can I speak technical support?”
Her “What?”
Me “Can I talk to the fixing people”
Her “Call 224737”
Me “Just a question how long would it take to fix an iPod Touch”
Her “Warranty or no”
Me “Yes Warranty”
Her “3 – 5 Months”
Me “What?!?!?!?!?!?! Ok, never mind”

Then I call technical and they told me it takes 3 months for the Apple Warranty claim which is nuts, so I told them I would pay for the fix, but they don’t fix Apple iPod Touches in Kuwait, they fix them in Dubai. I said fine as long as I receive my iPod Touch in a timely manner, but 3 to 5 months is just ridiculous.