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Remember broken Nexus telephony? This is how Google treats it's customers

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Re: Remember broken Nexus telephony? This is how Google treats it's customers

#81

Post by cwyers »

magicalist wrote: post #77
cwyers wrote: post #73

Earlier quoted context omitted.

I'm not sure there IS anyone like Google. Apple is all walled garden, but they don't offer all that many services that make sense outside of their platform anyway -- they don't offer anything like Maps or YouTube. (Well, I guess iTunes, but... Apple gonna Apple.) Amazon is outright weird about supporting non-Fire Android, but they've finally got Amazon Video available on other Android platforms, and stuff like Kindle…

> But they're not on Xbox. They're not on Playstation There's a google-made youtube app on xboxes and playstations. I've never actually tried buying a play store video so not exactly sure if it works on the consoles themselves, but you can at least purchase them on a computer and then watch them on the playstation (Kotaku did this for The Interview, for instance[1]) [1] http://kotaku.com/sonys-the-interview-can-now-b…

Huh, interesting... I've actually used the YouTube app to watch YouTube videos on the Xbox, but it never occurred to me to try it on Google Play movies. Thanks.

Re: Remember broken Nexus telephony? This is how Google treats it's customers

#82

Post by malka »

lukasm wrote: post #61
debacle wrote: post #47

I feel like Android 5 is a step back, UI-wise. One of those "change for the sake of change" things. I don't see how a triangle, square, and circle are more user friendly than a back button, a home button, and a tab button. Chrome is also crashing constantly on 5.03 and the new keyboard is very very bright at night. Not a telephony issue, but I feel like 5.03 was a step back and I've actually contemplated downgrading…

The chrome is very annoying. Constant crash and New Tab takes a few seconds. But the most annoying is tabs are treated like apps. When I'm on tube and read Effective Go I need to scroll through all apps and tabs to go back to it.

"settings > merge tab and application" IIRC

Re: Remember broken Nexus telephony? This is how Google treats it's customers

#83

Post by maxerickson »

aroch wrote: post #49
maxerickson wrote: post #33

Earlier quoted context omitted.

I didn't vote your comment, but the issue tracker for AOSP is not Google customer support. (Let's not bother discussing whether it should be or whether it makes sense to file customer support issues there in the face of lackluster support elsewhere, those are mostly opinion battles)

The only other option is the Google Product Support forums[1], which are mostly "staffed" by non-googler community moderators that offer no real support. Googlers who are on the forums do their best to ignore actual problem posts. Regarding this particular issue on AOSP issue tracker, it is a software bug in AOSP that kills voice calls. Filling an issue report would seem prudent. [1] https://productforums.google.com/…

I was explaining how what you said might be interpreted and why someone might vote it down.

End users should certainly file AOSP bugs, but they should probably only bother if they happen to actually have some information that could eventually lead to a fix (rather than opening endless "my phone doesn't work" bugs.).

Re: Remember broken Nexus telephony? This is how Google treats it's customers

#84

Post by gcb0 »

maxerickson wrote: post #33
aroch wrote: post #21

Earlier quoted context omitted.

Google is "Nexus customer support", they just don't particularly care about doing that job. Google drops support for their own developer phones faster than Samsung and HTC do. E: To address the initial downvoters: why don't you explain yourselves. How is Google not responsible for supporting nexus devices? They're sold directly by Google, they're produced for Google, and they're heavily marketed by Google. Google pro…

I didn't vote your comment, but the issue tracker for AOSP is not Google customer support. (Let's not bother discussing whether it should be or whether it makes sense to file customer support issues there in the face of lackluster support elsewhere, those are mostly opinion battles)

let's follow Google's logic.

they advertise nexus as being the pure Google Android experience.

they own android source.

if there's a problem in your nexus software, why isn't it a problem in Google owned pure android code?

what could the support guy possibly do other than ask you to reboot and then file a ticket himself in some closed system bug tracking for the engineers?

this completely shows that either 1) nexus aren't close to pure android; and/or 2) the open bug tracking is just for receiving small features and mostly for shows.

Re: Remember broken Nexus telephony? This is how Google treats it's customers

#85

Post by ddlatham »

jbuzbee wrote: post #68
pibefision wrote: post #8

I've the same model (Nexus 4) and can confirm this issue. Can't believe Google's response to this.

My daughter and both have the Nexus 4 and I don't recall ever having this problem. Suppose its a carrier issue? We're on TMobile.

My wife and I both have the Nexus 4 and are using TMobile. Her phone has this problem. Mine does not.

Re: Remember broken Nexus telephony? This is how Google treats it's customers

#87

Post by spyder »

coda_ wrote: post #37
arihant wrote: post #22

Earlier quoted context omitted.

You know, that is a valid option. When iPhone 4's telephone broke because of the "grip of death" antenna issue, Steve Jobs himself came out, apologized, offered a free bumper case to mitigate the issue. Compare that to this. And the telco of Nexus is Google! Google just pointed to contact Google.

That's not quite how I remember the "grip of death" events doing down.

Yea, looks like the "You are holding it wrong" part was deliberately left out.

Re: Remember broken Nexus telephony? This is how Google treats it's customers

#88

Post by maxerickson »

gcb0 wrote: post #84
maxerickson wrote: post #33

Earlier quoted context omitted.

I didn't vote your comment, but the issue tracker for AOSP is not Google customer support. (Let's not bother discussing whether it should be or whether it makes sense to file customer support issues there in the face of lackluster support elsewhere, those are mostly opinion battles)

let's follow Google's logic. they advertise nexus as being the pure Google Android experience. they own android source. if there's a problem in your nexus software, why isn't it a problem in Google owned pure android code? what could the support guy possibly do other than ask you to reboot and then file a ticket himself in some closed system bug tracking for the engineers? this completely shows that either 1) nexus a…

I don't see why they would bother with the internal dev ticket for a report with so little information. Hopefully they would keep track of how many "audio stops working" reports they were getting, but it doesn't rankle me that they would essentially disregard the first couple dozen (people make stupid complaints).

Re: Remember broken Nexus telephony? This is how Google treats it's customers

#89

Post by Spooky23 »

patentAbuse wrote: post #5

This is a terrible precedent Google is setting, and it is going to cause considerable harm if it gains traction: It's one thing to stop upgrading "older" devices, but quite another to actually break critical, regulated functionality. The Google employee who decided this was a "small" issue apparently doesn't realize that the inoperation of basic voice functionality of cellular devices is the fuel for fat, deserved la…

This isn't new. We basically banished android a few years ago when an active sync bug on a few thousand devices killed our on-prem exchange. The workaround was literally to land something like 8-12 servers.

Filed a bug with Google, they closed it. The handset vendor fixed it, but the carrier refused to release it. So we made the carrier take them back and give us iPhones. (One of those rare times when it's fun to work for a massive bureaucracy!) Never looked back.

Re: Remember broken Nexus telephony? This is how Google treats it's customers

#90

Post by Spooky23 »

bla2 wrote: post #42

The difference between android and iOS and windows phone is that android has an open bug tracker, making issues like this a lot more visible. Maybe this issue doesn't affect many people, or google determined that it only happens for phones on a certain carrier and can't disclose that publicly. Sure, the bug could have been closed with a friendlier message, but an open bug tracker seems like a good thing to me

That difference applies to individuals and SMBs. With both Apple and Microsoft, if you have an account team you have a channel to get things escalated, and if you are a strategic customer, you'll get rapid attention.

Google doesn't really offer that, or if they do, the threshold to get that attention is very high.

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