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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 Sams

by aroch 12y ago

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 provides the software and hardware support directly after purchase and handles RMAs directly. Google depreciates Nexus device support in <18months. Nexus One, Nexus S and Galaxy Nexus were all dropped about a year after release, significant performance problems were never addressed. N7(2012) was dropped early last year from official maintenance and the absolute shit NAND quality was never addressed. Google has a history of not caring about proper support for their Nexus devices. HTC has released lollipop upgrades for devices that are >2 years old. Samsung has also released lollipop upgrades for devices >2 years old.

morganvachon 12y ago
Well...the phone itself is over two years old now, which means it's about 18 months out of support if you're equating it with certain other vendors' devices; Nexus phones actually fare better than some other devices. That said, the fact that Google decided to push 5.0 to it is in itself amazing to me, Nexus status or not. I have a Nexus 4 that runs 5.0, and when I've switched to it from my Windows phone I've noticed that I randomly have no call audio in the cellular dialer as well as the Hangouts dialer. I guessed it was something to do with the 5.0 release but I figured as little as I use the phone, it was nothing to worry about. But the more I think about it, the more I'm tempted to revert to 4.4 since this is my only backup phone, and I'd rather have it ready to go at the expense of playing with 5.0.
- aroch 12y ago
  The Lollipop release looks to be an EOL update with little to no love from Google. They haven't done a great QA job on it either since they broke core functionality (Dailer/voice calls, Wifi, location provider polling broken).
  - morganvachon 12y ago
    I agree, and I'll probably revert mine back to 4.4 as I said above, though I'll miss out on the better battery life. That's the clear advantage of a Nexus device: If Google does break something in a newer version, it's trivial to revert as they provide ROM images even after the device is out of support. The same can't be said for most of the other main vendors, who sometimes don't even make official ROM images available for restoring their devices.
- worklogin 12y ago
  >Well...the phone itself is over two years old now, which means it's about 18 months out of support That is a horrid mentality being permitted in the phone industry. My "2013" Moto G has a 1.2GHz quad core with a 300+ dpi screen. It's completely unacceptable to declare that device out of support as a consumer technology.
  - morganvachon 12y ago
    I'm right there with you. Sadly, the best support is found at Apple, but I've owned two iPhones and I just find them obtuse. They are certainly nice devices, I just don't care for iOS. So that leaves me with Windows Phone, which I love to use but Microsoft is all over the place in deciding how much support to offer; and Android, which I don't care to use daily, but the power of the OS can't be denied.
maxerickson 12y ago
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)
- gcb0 12y ago
  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.
  - maxerickson 12y ago
    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).
    - SCHiM 12y ago
      The phone function of your telePHONE is pretty damn important and not something that is _stupid_ to complain about.
      - maxerickson 12y ago
        Yes, of course. But, for example, the phone not working because the volume is set low would be a stupid complaint.
- aroch 12y ago
  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/forum/#!forum/nexus https://productforums.google.com/forum/#!forum/nexus
chx 12y ago
There's no Lollipop for Nexus 7 (2013) LTE still...

by aroch 12y ago

morganvachon 12y ago

Well...the phone itself is over two years old now, which means it's about 18 months out of support if you're equating it with certain other vendors' devices; Nexus phones actually fare better than some other devices. That said, the fact that Google decided to push 5.0 to it is in itself amazing to me, Nexus status or not. I have a Nexus 4 that runs 5.0, and when I've switched to it from my Windows phone I've noticed that I randomly have no call audio in the cellular dialer as well as the Hangouts dialer. I guessed it was something to do with the 5.0 release but I figured as little as I use the phone, it was nothing to worry about. But the more I think about it, the more I'm tempted to revert to 4.4 since this is my only backup phone, and I'd rather have it ready to go at the expense of playing with 5.0.

aroch 12y ago
The Lollipop release looks to be an EOL update with little to no love from Google. They haven't done a great QA job on it either since they broke core functionality (Dailer/voice calls, Wifi, location provider polling broken).
- morganvachon 12y ago
  I agree, and I'll probably revert mine back to 4.4 as I said above, though I'll miss out on the better battery life. That's the clear advantage of a Nexus device: If Google does break something in a newer version, it's trivial to revert as they provide ROM images even after the device is out of support. The same can't be said for most of the other main vendors, who sometimes don't even make official ROM images available for restoring their devices.
worklogin 12y ago
>Well...the phone itself is over two years old now, which means it's about 18 months out of support That is a horrid mentality being permitted in the phone industry. My "2013" Moto G has a 1.2GHz quad core with a 300+ dpi screen. It's completely unacceptable to declare that device out of support as a consumer technology.
- morganvachon 12y ago
  I'm right there with you. Sadly, the best support is found at Apple, but I've owned two iPhones and I just find them obtuse. They are certainly nice devices, I just don't care for iOS. So that leaves me with Windows Phone, which I love to use but Microsoft is all over the place in deciding how much support to offer; and Android, which I don't care to use daily, but the power of the OS can't be denied.

maxerickson 12y ago

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)

gcb0 12y ago
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.
- maxerickson 12y ago
  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).
  - SCHiM 12y ago
    The phone function of your telePHONE is pretty damn important and not something that is _stupid_ to complain about.
    - maxerickson 12y ago
      Yes, of course. But, for example, the phone not working because the volume is set low would be a stupid complaint.
aroch 12y ago
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/forum/#!forum/nexus https://productforums.google.com/forum/#!forum/nexus

chx 12y ago

There's no Lollipop for Nexus 7 (2013) LTE still...