Google’s Nexus One phone was one of the most anticipated devices of the last few weeks. It has been floating in the market since 5th January, 2010 (exactly a Week) and it started having hiccups. Which is quite common. But, did Google anticipate these hiccups?

As you know, Google’s Nexus One is the first device to be sold by Google directly. Nexus One was designed and manufactured by HTC with extensive involvement of Google in its design phase. Google’s Android 2.1 OS was first loaded into its Nexus One device which is supposedly faster than any other Android OS’s. When its comes to network, Google decided to go with T-Mobile as its carrier partner. Customers can buy an unlocked Nexus One for $529.99 with out getting in to T-Mobile Contract or can get it for $179.99 with a two year contact with T-Mobile. Customer can choose locked or unlocked phone but, they have to buy it from Google directly using Google Check-Out. In other words, customers cant just walk out to a T-Mobile store to buy a Nexus One.

Recently, we received information from Flurry, that Google was able to sell only 20,000 Nexus One Phone in its very first week “in 7 days”. If this number are legit, its surprisingly very low number for search giant – Google. When we compare this with Motorola Droid, it sold 250,000 devices in its first week and iPhone 3G S sold 1.6 million devices. If we look at the history of HTC devices, they sell around 3.5 million devices a year. Will Google’s Nexus One reach those number? May be / May be not (with all respect..)

Personally, I was very impressed with Google’s Dogfooding idea. If you are not familiar with it, let me explain – On 12th Dec, 2009 morning Mario Queiroz, Vice President, Product Management mentioned that Google handed over its Nexus One Phone to all there employees across the globe as a holiday gift. But, in return employees were asked to provide feedback and suggestions for improvement. Google named this process dogfooding (from “eating your own dogfood”).

Here comes my first question – Google employee’s used their own product (Nexus One) for about 25 days. Did Google employees provide any feedback or suggestion to Google? If they did, did Google look into it? If Google looked into, why customers are having issues. Issues like – (Mainly) – Poor 3G Connectivity, Signal drop, Touch Screen, Poor Call Quality, Email not Syncing and Speakers (Other issues) – Lack of information on delivery status after a phone is purchased, Getting the run around when customers call T-Mobile & HTC and Google providing only Online support via email and forum.  (All these were taken from Google Nexus One Complaint Box). I am well aware that, this happens with any product launch by any company. Very few get it right first time. Looking at it, being its the first time, Google should have spend more time on testing the product – in all aspects.

Among all issues the major issue is inability to connect to T-Mobile’s 3G network. The Nexus One does not pick up the 3G network or keeps switching to the slower EDGE network. Here come my second questions – This is very important piece, Why didn’t Google looked into this area? Why didn’t Google spend more time on testing Nexus One on T-Mobile’s 3G Network? Remember, Apple’s iPhone 2G had the same problem in the beginning. Being Apple is one of the competitor, don’t you think Google should be more careful in those area where Apple failed?

Again, in my opinion, Google made a mistake (I agree, I am not as smart as many people at Google). As you know, Google for the first time entered into a no knowledge territory, which is totally fine. But, Google decided to sell Nexus One directly. Here come the problems – Google have to support Nexus One directly as well, which Google seems to be struggling. Hopefully, this will only be at a initial stage. If Google had sold Nexus One via manufacture or carrier partner things would have been little better and in control.

Google is trying to answer all questions online and then pawn its customers off on HTC, for hardware and repair issues, and T-Mobile for carrier issues. That customers can be confused as to what company they should contact is a given. But, at least T-Mobile and HTC have numbers to call and humans to speak to. Google is really pushing itself to reply with a solution as quick as possible. But, on the other side, the complaint/issue list is growing faster than expected. This online model has backfired Google.

Google promised its customers, to expect a reply within two days. Two days? Yeah! Having an issue on a phone and you had to wait for two days. I don’t think, customers will be happy about it. In some cases we heard that customers were tossed between HTC, the manufacturer of the smartphone, Google, and T-Mobile. - That sounds like a poor service.

On top of all, Google’s decision to charge a separate early termination fee in addition to the one charged by T-Mobile. Nexus One customers who bought the subsidized, $179.99 version and then decide to cancel their contracts will have to pay $200 to T-Mobile. But Google also charges users a $350 “equipment recovery fee” if you give up on the contract within 120 days. In this case customer would end up paying 729.99 for there Nexus One.

Finally: Looking from few different corner, I think Google should come with a plan B – Nexus One should also be sold out side Google (Like T-Mobile Stores etc), Google Should start phone support for only Nexus One customers, Google should do lot of testing before its next launch, Google should also give its dogfood to Google customers & shareholders for testing.

Definitely Google has bigger plans for there Nexus One and Android OS. Its just matter of time. But, I still LOVE GOOGLE.

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Here come the million dollar questions. What do you think? Where did Google’s Nexus One go wrong?  Let us know using comments.

To know more about Nexus One, you can always follow us on twitter @machackpc (News, Tips, Tweaks, Hints, Hacks and Updates on your PC, Mac, Linux, iPhone, Other Phones and any other technology related)

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