But ever since the phone went on sale Jan. 5, customer forums have been filled with a cacophony of gripes about the Nexus One. And Google, more accustomed to providing minimal support for its free services, has been unprepared to deal with the higher service expectations of customers who are paying as much as $529 for its high-end smartphone.
Early buyers of the device, like Kiran Konathala, a 27-year-old database programmer in Long Branch, N.J., have complained of dropped calls, plodding download speeds and connectivity snags. “The hardware is great, but the software is a mess,” he said. “It’s not been a happy experience so far.”
The phone presents a puzzle for users like Mr. Konathala: Who do you call when you have a problem?