Google Glass malfunctions
Google started giving out Glass for IO 2012 attendees who pre-ordered their Glass early. It seems that only several hundreds units are out in the wild and we already have public reports of at least two cases of hardware malfunction.
Google Glass customer service
What does it mean for Google Glass?
As Robert Scoble mentioned, Google Glass is designed to be cheap.
Cheap Google Glass?
Cheap means less quality hardware and less quality control and assurance what leads to a greater chance of malfunction.
What will Google do to handle the errors? How will Google handle the numerous requests and support tickets? Google is not know for great customer support. Even companies that spend hundreds of thousands Dollar per year have trouble to get in touch with anyone but account managers and sales personal at google. Will the non-geeky customer have to click through automated FAQ sites to get to an answer that he might not understand? Will the 3rd party youtube tutorials on how to fix your glass be our only help?
We hope that google will find premium support partners like Amazon for Google Glass to handle distribution and customers support and maybe Google will try to build it’s own support infrastructure if they really are into building a company based rather on ecommerce than advertising.
A good sign
A good sign is that google employees react fast when they see malfunction posts in the Glass Explorer community on Google Plus. Let’s hope they will have the manpower to do a good service when there are 1 billion units in the wild.