Nexus One Official Support Information

[lekky]

HTC have support information for the Nexus One, please visit this page if you require OFFICIAL support for your phone from the manufacturer:

HTC - Nexus One Support and Repair

Google Phone Support

http://google.com/support/android/bin/request.py?contact_type=contact_policy

Live phone support is available at 888-48NEXUS(63987) and it works from 07:00am to 10:00pm PST;

Google Online Troubleshooter:

Nexus One Help

HTC Email Support

HTC - Nexus One Support and Repair

HTC Phone Support

 

[Ruben]

That should solve a lot...

 

[digital312]

Want to share an experience I had with T-Mobile/HTC Support last night.

I was having difficulties recieving and sending text messages to phones that were on a network other than T-Mobile. My number got ported over from Sprint on Tuesday.

I called Sprint and they went through made sure my account was provisioned properly and basically said it must be a hardware issue....they live transferred me to HTC Technical Support. A young lady at HTC took my call and we did some basic troubleshooting. Explained the problem to her in detail and she said this is a network issue but don't worry were going to get this resolved, I'm going to transfer you back to T-Mobile and if you don't mind I will stay on the line for the remainder of the call to make sure your issue is resolved.

So now I'm back on the phone with T-Mobile and the lady from HTC is silently in the background. T-Mobile gives me the run-around and they insist it's a hardware issue and are transfering me back to HTC...when all of a sudden the HTC rep who had still been on the phone call chimed in and put the T-Mobile Rep in his place.

To make a long story short she told the T-Mobile rep she had worked for ATT, she basically told him she thought the problem was that there were errors when my number got ported over. T-Mobile rep was like OH....quiet....let me check, puts us on hold comes back and asks me to reboot my phone. Quickly tested with my bros phone which is on another carrier...once I was rebooted....sent a text to my phone....IT WORKS!

T-Mobile rep appeared annoyed that HTC rep was telling him how to do his job...LMAO....T-Mobile rep hastly says is there anything else I can help you with and click....didn't even say thank you....nothing!

I wish I would have gotten the HTC Reps name but she provided a service that was above and beyond and I appreciate that.

 

[dennisburton]

HTC rep deserves an applause for her job well done!

 

[kbayer]

Great post! I hope that both reps are reading this...

 

[Matt_HTC]

I don't know if she reads this forum, but a lot of us do and we are quite annoyed with T-Mobile's customer service. We really do try our best to help you but sometimes it's tough when we have to do our own tech support plus T-Mobile's

 

[mi_canuck]

I just had a call in with HTC... Was going to return it, but I really do like my Nexus, it's the battery life - or utter lack thereof - that is killing it. So I'm getting a replacement sent out to me. Knock on wood that this replacement has much better battery life. Getting to 50% after 4hrs of normal use with most things OFF (such as WiFi, GPS, BT, etc), screen about 10% brightness, no stuck background hogging apps.

The HTC person was very helpful and polite. Was easy to understand (ie. he spoke english and appeared to be US based). Just seems like he was a little "new" as it took F-O-R-E-V-E-R on the phone... like 45min... But hey, as long as things get resolved, I'll be happy.

How HTC deals with customer issues are what will make or break the Nexus One experiment imo. My experience was overall good. Hopefully it just keeps getting better.


cheers

 

[RedMist]

I wish I would have gotten the HTC Reps name but she provided a service that was above and beyond and I appreciate that.

*claps*

Well done HTC!

 

[dhevans]

I contacted HTC in the UK throught their website to confirm that if a Nexus requires repair, it would be serviced in the UK, despite the point of sale being google in the US.
It seems there is a service centre in Milton Keynes, therefore I am running out of excuses not to buy one (I work in MK!)..

I have to say the manner of the response from the HTC rep was arrogant to say the least for such an innocuous question...

 

[oniongirl]

I contacted HTC in the UK throught their website to confirm that if a Nexus requires repair, it would be serviced in the UK, despite the point of sale being google in the US.
It seems there is a service centre in Milton Keynes, therefore I am running out of excuses not to buy one (I work in MK!)..

I have to say the manner of the response from the HTC rep was arrogant to say the least for such an innocuous question...

My email to them about the dust under my screen was replied to in a similar manner. Basically said just phone the number, which I didn't want to do until they'd confirmed some info about sending the phone back due to dust under the screen. I don't see the point of an email system that just refers you to the phoneline.

Still, maybe they are nicer on the phone. I think I'll be living with the dust for as long as possible, just so I don't have to be without my phone!

 

[lekky]

Updated with Google customer Support phone number

 

[AnotherFatalEpic]

They're trying, I think they've almost got it.

 

[Toml99]

For UK users I have found this number as an alternative to the 0845 number it is 01279 206906. I found their phone support to be much better than email support. With email support I was just given a few short answers that failed to mention most of the points I had raised. Also on requesting a non 0845 number I recieved this response. "In this case if the nexus one-support number is too expensive for you there is also local number for UK 01279 206906." which after having spent a large amount of money from them isnt the way they should respond. On a more positive note on ringing the number provided the staff there were very helpful and promised to report my dissatisfaction with email support to someone higher up in the company.

 

[makthenif]

My N1 sustained some water damage. I want to have it checked out to be sure it is up to spec. However, it was sold in Canada and I cannot find a service center that will check it out. Is there another option for me?

 

[Jackumack]

Want to share an experience I had with T-Mobile/HTC Support last night.

I was having difficulties recieving and sending text messages to phones that were on a network other than T-Mobile. My number got ported over from Sprint on Tuesday.

I called Sprint and they went through made sure my account was provisioned properly and basically said it must be a hardware issue....they live transferred me to HTC Technical Support. A young lady at HTC took my call and we did some basic troubleshooting. Explained the problem to her in detail and she said this is a network issue but don't worry were going to get this resolved, I'm going to transfer you back to T-Mobile and if you don't mind I will stay on the line for the remainder of the call to make sure your issue is resolved.

So now I'm back on the phone with T-Mobile and the lady from HTC is silently in the background. T-Mobile gives me the run-around and they insist it's a hardware issue and are transfering me back to HTC...when all of a sudden the HTC rep who had still been on the phone call chimed in and put the T-Mobile Rep in his place.

To make a long story short she told the T-Mobile rep she had worked for ATT, she basically told him she thought the problem was that there were errors when my number got ported over. T-Mobile rep was like OH....quiet....let me check, puts us on hold comes back and asks me to reboot my phone. Quickly tested with my bros phone which is on another carrier...once I was rebooted....sent a text to my phone....IT WORKS!

T-Mobile rep appeared annoyed that HTC rep was telling him how to do his job...LMAO....T-Mobile rep hastly says is there anything else I can help you with and click....didn't even say thank you....nothing!

I wish I would have gotten the HTC Reps name but she provided a service that was above and beyond and I appreciate that.

Thanks for that excellent story.. I have the Nexus one myself, and I'm loving the phone for the past 17 months... when they make the next phone similar to the N1, and being an unlock phone im not going to be interested. all of these new phones are hot but they can't show there potential without the proper updates. the N1 is always one of the first phone to be updated.. that's why this dam phone is still hot after almost 2 years on the market...

 

[Endocraft]

Is HTC still repairing Nexus Ones?

I tried sending an email but it shows no Nexus One option from the phones listed. Also the Nexus One HTC page is missing.

 

[theartfullodger]

Just called them in UK: They checked who I was, knew I'd had the dog repaired before & volunteered that it was still under warranty.. and that they still do repair them...

(I've got an intermittent problem..). So, yes they do fix, but I'll hold off until problem gets worse....