This week’s batch of stories deals with the good, the bad and the ugly. The good news is that the decline in tech spending may be history. The bad and the ugly: Google’s customer service. Read on…
The Good: Forrester says the Tech Spending Downturn is Over — Huzzah!
Support requests can be sent only through e-mail, to which Google can take up to 48 hours to respond. Yes, two days.
Computerworld magazine reports that the tech spending downturn is over, according to a report released by Forrester. The research firm predicts that IT spending in the United States will increase by 6.6 percent in 2010, after falling 8.2 percent last year.
Even if Forrester’s predictions are correct, it will not necessarily mean a full recovery, according to Computerworld. Spending for 2010 will still be less than in 2007 and 2008. What’s more, the mag warns of the possibility of a double-dip recession – that is, a growth spurt, followed by another decrease of 3 percent to 4 percent. Cross your fingers.
The Bad and the Ugly: Lessons in Customer Service from Google
The tech media has begun rivaling the tabloids in its ruthlessness. Witness the current crop of articles about Google, whose almost-flawless reputation has taken a beating lately because of its customer service missteps regarding the Nexus One phone.
In an article in Wednesday’s New York Times, writers Jenna Wortham and Miguel Helft report that the people who purchased the new device have no phone number to call for customer support; requests can be sent only through e-mail, to which Google can take up to 48 hours to respond. Yes, two days.
In a piece published by CNN, the roster of customer complaints included “spotty 3G connectivity, a high early termination fee, poor customer support from Google and problems with the touch screen.”
Over at InformationWeek, writer Antone Gonsalves notes that complaints of so-so coverage are usual with any carrier, but “getting the runaround is not.” Nexus One users call T-Mobile, are then told to call the device manufacturer HTC, which then tells them it’s T-Mobile’s issue.
Google has responded with a statement saying it promises to resolve the issues. We hope so, for its customers’ sake.
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