Once Again, Google's Customer Service Is Becoming An Issue

from the this-again? dept

We've had a whole string of stories in the last few months about communication problems from Google -- from users getting locked out of their documents to advertisers banned with no explanation or recourse to a blogger who went six months trying to get Google to turn back on a blog that it had shut down. I've heard from a few Google folks, noting that they recognize it's an issue, and it's something that some people within Google are trying to deal with. But given all of these problems on "smaller" issues, perhaps it's no surprise that there's been an outcry over the poor customer service people are receiving after purchasing Nexus One phones from the company.

Google does lots of things really well. But, clearly, customer service is not one of them. And while its massive success can hide (or at least minimize) the impact of such poor customer service, at some point it's really going to begin to hurt, unless Google finally wakes up to the fact that when people have problems, they want to be able to reach out to a human being who will listen to them, hear what they have to say and (hopefully) help. Some have claimed that this is just not Google's culture -- and perhaps that's the case, but at some point that cultural flaw may cause much larger headaches.

Filed Under: customer service, nexus one
Companies: google

Philip K. Dick Estate Sends Google Cease And Desist Over Nexus One Name

from the money-grab dept

Last month, we noted that Philip K. Dick's daughter was quite upset about the fact (at the time, unconfirmed) that Google was going to call its new phone, the Nexus One -- insisting that this was a ripoff of the Nexus-6 robots from Dick's Do Androids Dream of Electric Sheep. It's difficult to see any legal basis whatsoever for the claim, but we wondered if Google might just choose a different name anyway. Instead, it launched with the Nexus One name, and it took little time for the Dick Estate's lawyers to send a cease & desist, claiming that it will sue Google for "trademark infringement." There are a few problems with that, of course. The Dick Estate does not have a trademark on Nexus anything. Nor could it get one since it does not use the term in commerce. Oh, and since the phone is in a totally different business, it likely wouldn't violate the trademark that the Dick Estate couldn't get anyway. So how does Dick's daughter respond?

"People don't get it," Isa Dick Hackett said. "It's the principle of it."

I'm trying to figure out just what "principle" that might be, because there doesn't seem to be any legal principle. It's hard to argue that there's any moral principle either, since "nexus" is a word that's been around since well before Philip K. Dick used it. In fact, the only matter of principle I can think of is the one where someone demands money for something where they clearly have no right to it and have done nothing to deserve it. Like demanding a big company pay up because it has a product named sorta similar to something your dad wrote decades ago.

Filed Under: nexus one, philip k. dick
Companies: google

Does Google Need Permission From Philip K. Dick's Estate For The Nexus One?

from the seems-a-bit-ridiculous dept

There's been plenty of buzz over the past few days about Google's alleged plans to offer a phone of its own design (built by HTC, potentially sold both directly and by T-Mobile, if not others), which has been dubbed the "Nexus One." I didn't write anything about it, because there didn't seem much to write about at this point. I'm always happy to see more competition in the market, though, and if the phone is really good, that's obviously a good thing. But one thing did catch my eye. The NY Times is noting that the name "Nexus One" appears to be a play on how Philip K. Dick named the replicants in Do Androids Dream of Electric Sheep?, which was subsequently turned into the still popular movie Blade Runner. In both stories, the replicants are "Nexus-6" devices, being the sixth generation of that type of robots. It's a fun little homage by Google and an obvious play on the fact that its operating system is called Android.

And yet... the estate of Philip K. Dick is not pleased. The article notes (surprisingly) that Motorola paid George Lucas for the rights to use "Droid" for its Android phone, but no one spoke to the Dick estate, who now claim they are "shocked and dismayed." Really? Shocked? Isa Dick Hackett, Philip's daughter is claiming:

"We were never consulted, no requests were made, and we didn't grant any sort of permissions."

Perhaps that's because Google doesn't need permission from you to do such a thing. Of course, since Google hasn't made any official announcement on this, there's still a good chance they could change the name, just to avoid having to deal with an angry and misguided family member who doesn't like the idea of anyone paying tribute to her father without first paying up. You have to imagine there must be some other science fiction author out there who would be thrilled to have Google promoting his or her work, rather than whining about getting permission (i.e., "payment") for the use of a name.

Filed Under: nexus one, philip k. dick
Companies: google