Google is struggling to provide adequate customer service for the Nexus One (aka Google phone), according to reports. The Google Mobile forums are brimming with unanswered queries and problems, as customers turn to Google itself for support.

One recurring issue in the forums is a problem with the phone either not switching to 3G or switching back and forth between 3G and EDGE too frequently — it’s not clear if this is a significant issue or if the complaints are just a symptom of Google’s less-than-stellar customer support.

InfoWorld writes of the concerns:

Google appears to be only accepting e-mail customer queries, to which it pledges to reply in one to two days — far too long, say most people who are complaining online.

Many people are also turning to T-Mobile and HTC, but getting little help there. T-Mobile is often referring people back to either Google or HTC for answers to questions. HTC is often referring people back to T-Mobile, according to complaints online.

Google appears to acknowledge the issue. Google Android lead Andy Rubin admitted in an interview at CES: “We have to get better at customer service.”

Tags: customer service, Google, nexus one, problems, support

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