Google is creating a Nexus call center for device support | Hacker News Reader

Google is creating a Nexus call center for device support

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32 pointsrussellholly15 comments

My Galaxy Nexus (via Google Play)'s wifi broke after one month, just outside of the Google Play Store 30-day guarantee. No attempts at software changes fixed the issue; clearly something went bad in the hardware.

I've been delaying getting it fixed because it'll be a five week turnaround from Samsung support, according to forum posts regarding similar issues. It also sounds like Samsung's support is nightmarish.

Meanwhile, I'm sure if this had happened with my old iPhone 4 (which I'll be using while my GNex is away), I could have gone to the Apple Store about half an hour away and gotten it either replaced on the spot, or at least been able to work with an employee right there to get it sent out instead of having to go through the standard terrible warranty processes. Even if there was no Apple Store near me, I've never heard any complaints about Apple's phone support like I have about other manufacturers.

The point of all of this: while Google obviously won't have the retail support an Apple Store does, by having exclusive call centers regarding only a few devices, they'll be able to make sure their employees are better trained and their phone processes much more streamlined than the manufacturers ever could. In fact, maybe I'll just tough it out with my wifi-less phone until the new call center opens...

You bought something and quickly afterwards it broke?

Don't repair, get a refund and buy it again. Easy.

Google has a 30-day guarantee for it.

It broke on day 35.

It's now under Samsung's 12-month limited warranty. No refunds, no exchanges, just repairs, unfortunately.

Did you try to contact Google's refund people and ask about this? I would be surprised if they turned you away.

If they did turn you away, you might want to think about getting a credit card with purchase protection. All Amex cards, and some Visa and MasterCards have this feature.

If the merchant won't give you your money back within 90 days of your purchase, just contact your card company and they'll give you the money.

It doesn't matter what the guarantee on it is. Unless it's different in the States...

I had to send in my Galaxy Tab 10.1 for service and it was returned to me within 10-14 calendar days, which I thought was pretty reasonable. No difficulty whatsoever -- I got an RMA# from Samsung via a short online chat, sent them the tablet, and voila.

Slightly puzzled how this is a surprise. I've been amazed that they've managed to sell hardware without any of their own support for some time. Nobody else gets away with it unless it's rebadged for someone who does have a call centre

My Nexus tablet has a bad flicker on the screen, and I've been living with it b/c Google offers no support.

Edit: By "no support," I mean "little support for the backing brand and seller of the device"

That sounds like an issue with Asus build quality. They offer customer support. Have you contacted them?

In the printed warranty that came in the box of my Nexus it directs you to support.asus.com

They offer a 12 month warranty.

My warranty directly points you to support.google.com/nexus although in the small print it does mention support.asus.com

But if Google is going to brand a device, design a device, market a device, and sell the device, they should do a better job supporting the device.

I found switching the screen brightness setting from (A) auto to a set level and this fixed what appeared to be a flicker or constant changing of the brightness level. I was assuming it was software related, however my issue might be unrelated to yours.

I will give that a try, thanks!

I had that too. To fix the flickering, I found installing https://play.google.com/store/apps/details?id=com.nnevod.log... and setting up my own (slightly brighter) curve made the problem go away. It seems the default auto algorithm doesn't sample the ambient light levels over a sufficiently long time period, resulting in too many small changes in brightness.

Shouldn't that be a Call Nexus?

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