I keep reaching for a Glass that isn’t there

200_sI keep reaching for a Google Glass that isn’t there.

A couple of days ago, I noticed that the foil was bubbling again. This will be the third time I’ve been affected by this major design flaw with the beta Glass units. You can read about my first and second times in earlier blog posts.

Google Glass FoilBecause I’ve written about the foil problem before, I won’t belabor the point. I will give a shout-out to Google Glass customer service — so far anyway — on being prompt and courteous. They reached out within hours of my filing the proper form to get all the details and review my case. The past two times, they replaced my Glass for free under the 1-year warranty. That’s still the case with this unit so, hopefully and assuming they still have inventory available, I will soon have a shiny new Glass headed my way.

In the meantime, I’m stuck doing a lot of things the old-fashioned way. And by “old-fashioned,” I mean maybe about 16 months ago. I’ve used glass since December 2013 and in that time I have become so accustomed to the convenience it provides that not having it around is a letdown.

Here are a few examples from the just the past two days:

  • Traffic checks — I often check the card that shows me the current time to get home and traffic delays before leaving the office. Sure, I can do that on my phone with Google Maps or Waze, but that’s more complicated and takes longer. (Trust me, once you find a way to do something easier and faster than you can do even on your mobile phone, you won’t want to go back.)
  • Weather checks — I often check the weather throughout the day, including before I leave for work, before taking a lunchtime walk and before heading home. Yes, I have apps on my phone that can do that. But I can just look up and swipe to the temperature card on Glass for a quick overview, or tell it “Show me the weather” and get a radar map of the area displayed within seconds.
  • To-Do notes — I have found this to be something I’ve missed a lot because I never realized how often I do this. I keep a couple of apps on my phone for to-do lists, shopping lists, etc. (Wunderlist and Google Keep, if you are wondering.) But being able to add something quickly just by tapping Glass and speaking to it — whether I’m walking, sitting in my car at a traffic light or otherwise preoccupied, is apparently something I have become quite accustomed to. The same thing goes for text messages and Google Hangouts. For short bursts, they are both easier on Glass than on my phone.
  • Taking pictures — I’ve had the opportunity thanks to some nice spring weather (finally!) to take a few lunchtime walks and enjoy the sites. Three times now, I have found myself reaching up to press the button on Glass and snap a picture. Of course, my regular sunglasses don’t take pictures. So in one instance I just the let the moment pass. The other two times, it was worth the extra hassle of pulling my phone out of my pocket, starting the camera app, waiting for it to focus, and snapping the picture. I’m glad I did that, but there are plenty of pictures in my digital scrapbook that wouldn’t exist without the speed and convenience of shooting photos with Glass.
  • Listening to music — As I mentioned, I’ve been taking lunchtime walks lately and in addition to not taking pictures, my regular sunglasses also don’t play music. I actually tapped the temple on my sunglass frames before remembering they weren’t sunGlass frames. That meant having to dig out earbuds and using my mobile phone. Yes, it’s another #firstworldproblem to complain about, but it’s not just about the convenience of being able to tell Glass to play music and just have it happen. In my case, using Glass for music means I can actually hear it better. I have hearing loss in one ear. That means that earbuds give me an unequal sound because I can’t adjust the volume separately between the left and right speakers. With Glass’ conductive speaker, however, the music just flows throughout your head rather than through the ear canal the way it does with earbuds. The first time I listened to music on Glass was the first time in a long time that I had heard it evenly, without the sound being diminished on my left side. I also find it easier to keep track of my surroundings when listening to music through Glass rather than through headphones jammed into my ears.

So, the beta program for Glass is over. Version 2, whether’s it’s for consumers or business or both, is supposedly being worked on. But in the meantime those of us with beta units are guarding them carefully because we don’t want to think about what would happen if we lost them or damaged them and could no longer enjoy their convenience. I’m getting a taste of that now and so I’m wishing that Google and the Glass Team can come through again for one of their biggest advocates.

wishing

All explorers eventually become settlers

wagon train oklahomaIt was officially announced today that the Google Glass Explorer program is shutting down as Google moves the project out of its X-labs phase and into, reportedly, a consumer division. News reports indicate it’s moving into the same division as the Nest thermostat group.

Seeing Glass move on from ultra beta to something more consumer focused is exciting, albeit a little disconcerting since it seems the current hardware that Explorers are wearing won’t be receiving any new software updates. Plus, it has been reported that Google is moving to a different chip and, possibly, a sleeker design.

I don’t mind that Google is shifting gears away from the Glass Explorer program. I do think they could have handled the public relations on the announcement better though. They could have, for example, sent the announcement directly to Explorers instead of letting many of us read about it in the news. (I did receive an email from Google Glass, but it arrived several hours after the news broke publicly.) I actually first caught wind of the report when a writer contacted me for my thoughts on the Explorer program shutting down. I and many other Explorers shared our thoughts with him and you can read that report here.

resourceFrom day one, the public relations, marketing and government lobbying aspects of the Glass program have been questionable at best. I’m sure Google learned a ton about the technology behind Glass and have many ideas on how to improve it. I can only hope that they have learned as much about the humanity behind Glass, as well.

One of the questions I was asked for the report linked above was what I thought Google needed to do next to get the program into full consumer production mode. What I said was that they have to do three things to make this successful beyond a beta product. Those three things include a lower price, a less-intrusive design and a smaller battery that provides more time on a single charge. That’s a lot to ask for from any new technology so it wouldn’t surprise me if this takes a while to develop. It seems to me that they probably captured all they could from the Explorer program and are ready to move into the next phase, which is a good sign in many ways. Wearables are going to become commonplace someday, and we Explorers will look back and laugh at how we chose to walk around with the brick-style cell phones of wearable tech.

Ari B. Adler with GlassThe Explorer Edition of Glass provided me with some amazing opportunities in the 13 months I have owned it. I have met people from many places and walks of life, some online and some in real life. I have been featured in news articles, resurrected my blog, and been drawn out of my introverted shell at public gatherings because of Glass.

I lost track a long time ago of the number of times people have stopped me to ask about Glass and the number of people who got excited when I explained what it can do. And seeing someone’s reaction when they try on Glass and experience firsthand what it’s capable of is always a treat.

Yes, it’s still clunky and it screams “nerd,” but it is the first step to the future of wearables and those first steps are always fraught with complications. It is unfortunate that negative media attention became a sure thing to raise click rates. There has been a lot of misinformation and downright hyperbole extolled by the media that should not have happened.

All-in-all though, I’d say being an Explorer has been great and I hope the device lasts me a good long while yet. It would be really difficult to get used to not having easy texting, turn-by-turn navigation and hands-free photos and videos available the way they are with Glass.

So, sorry, Steve Jobs, but as the Google Glass Explorer program comes to a close, I’m reminded of one Apple’s most inspiring quotes:

Here’s to the crazy ones. The misfits. The rebels. The troublemakers. The round pegs in the square holes. The ones who see things differently.

And, I would add, the ones who don’t need a little “i” in front of a device to think it might stand a chance at changing the world.

It has been a fun ride being one of those crazy explorers. But eventually every explorer becomes a settler. Well, at least until the next great gadget comes along that we simply must try no matter how much of a crazy misfit it makes us appear to be.

androidify Ari

1 year later…

My one-year anniversary status post about being a Google Glass Explorer is available here on Google Plus.

My best of #throughglass in 2014

Google Glass recently asked its Glass Explorers to share their favorite #throughglass pictures from 2014 so they could share what everyone has been up to.

I had a tough time narrowing down some of the great shots afforded to me because I was wearing Glass this past year, and I don’t think I could choose just one. So, here were the three choices I submitted:

A shot taken on St. John, USVI, during a family vacation. It symbolizes a favorite memory and a window onto the world that Glass provides all of its users.

A shot taken on St. John, USVI, during a family vacation. It symbolizes a favorite memory and a window onto the world that Glass provides all of its users.

A shot of the Grand Hotel on Mackinac Island, Michigan, which demonstrates Glass' ability to capture a spur-of-the moment picture with its wide-angle lens and great clarity, plus the ability to create a vignette with information about what is in the photo. I use that all the time to help document places where pictures are taken, as a sort of "place stamp."

A shot of the Grand Hotel on Mackinac Island, Michigan, which demonstrates Glass’ ability to capture a spur-of-the moment picture with its wide-angle lens and great clarity, plus the ability to create a vignette with information about what is in the photo. I use that all the time to help document places where pictures are taken, as a sort of “place stamp.”

A shot of my wife, Jessi, atop a frozen Grand Haven Lighthouse in Grand Haven, Michigan last winter. Due to the extreme cold and the very slippery conditions, this is a picture I probably would not have attempted with a camera or even a mobile phone. It is a great example of Glass' hands-free capabilities for documenting a moment in time.

A shot of my wife, Jessi, atop a frozen Grand Haven Lighthouse in Grand Haven, Michigan last winter. Due to the extreme cold and the very slippery conditions, this is a picture I probably would not have attempted with a camera or even a mobile phone. It is a great example of Glass’ hands-free capabilities for documenting a moment in time.

Racing around…and around and around…with Google Glass

Michigan International Speedway Pit Road

I had the privilege this past weekend of being a guest at the Pure Michigan 400 NASCAR race held at Michigan International Speedway. The track was interested in seeing what I could do with Google Glass as a fan, and I also kept thinking about what the track could do with the device if they owned one.

As you can see from my Google Plus photo album of my day, there is no end of fun things to capture at a race track. I shot pictures and video of race cars and track facilities before and during the race. I used Glass to track rain on a radar app and I looked up information about drivers by Googling information without ever taking my phone from my pocket. Google Glass vignette

One thing to note is that while I believe Glass’ microphone and voice recognition are excellent, they cannot compete with the noise from a revving race car engine! My wife and I had to go around the corner a few times when trying to do something with Glass while I was in the garage area. Glass could hear me and would try to interpret what I was searching for, but just couldn’t do it. In Glass’ defense, I doubt my smartphone would either. It was amusing to see what it would come up with though. My favorite was when I attempted to search for “Jeff Gordon,” and Glass responded that it was searching for “Yahoo Porn.”Google Glass photo vignette

Overall, Glass did very well with the photos and videos I was shooting, both indoor and out. Of course, as always, the super-wide angle of the camera lens means you can lose some details if you aren’t close to your subject. On the other hand, being able to take a photo in tight quarters is a nice feature, and wide-angle shots makes it ideal for some expansive locations. I suppose the answer would be for a digital zoom feature to be built into Glass’ camera. As one of the track employees noted when discussing this “shortfall,” though, Glass sees what you see, so the wide-angle view didn’t surprise them in the least.

MIS garage inspectionBecause I had a special level of access to the facility, I was able to get to places that not everyone gets to go. This made me think of my trip with Glass in two ways: What could a fan do with them and what could an employee do with them. My access included the Media Center, which fans can’t get into but employees can, plus a Cold Garage pass, which gave me access to the garage area prior to the race. I also could get out on the track for the pre-race festivities. The Cold Garage and Pre-Race passes are available to a small number of fans and all employees.

From a fan standpoint, besides the easy navigation, weather and Google access, Glass was a great way to capture photos and videos. I took a shot while driving to a parking area in the track infield, which means you have to cross the track. It was raining when we arrived so I wanted to capture a shot of the wet track. I glanced to the left while driving and shot a picture in a split second, hoping for the best. My wife commented later that it was better than the one she shot on her smartphone even though she had the advantage of being able to concentrate on taking the picture from the passenger seat.

Michigan International Speedway track

In the garage area, I shot pictures to share on social media as well as a few to capture some memories. I also did a few videos to capture the experience in ways a still photo can’t, particularly in an environment where the noise and commotion convey as much as the image.

 

During the race, pictures and videos of the action were easy enough to do. The lag time on the picture being shot is very short. And the access I had to various areas of the track made for some good vantage points for pit stop videos. I still was a bit far from the finish line, so the pictures and videos of the actual race don’t have the zoom factor I would like, but they’re reasonably good overall.

From a staff standpoint, I could see the track putting Glass to some phenomenal uses.

As I wrote earlier, I had access to the Media Center, which means I could take pictures and video during the press conference with this year’s winner, Jeff Gordon. If I was an MIS employee, I would have been more comfortable sitting closer and making the most of Glass’ recording capabilities without feeling like I was an intrusive outsider. I did get a kick out of Gordon pointing at my Glass and saying, “Hey, cool!” when he walked by me on his way out of the Media Center.

 

The track also could do a lot more “behind the scenes” type of work with Glass through pictures and video than I had the ability to. Imagine being able to see areas as a fan that we just can’t get to. There’s the stage where drivers are introduced to the fans, but what about a little of what goes on behind the wall before they are announced and come out? Pace car rides are always a big hit with fans, so what about a video showing what it’s like to go fast around the track — or maybe a trip around in one of the actual race cars to see what it’s like to go really fast?

Roger Curtis, president of MIS, and his team have made a great commitment to putting fans first. At every race I’ve been to at the track, I’ve seen Roger out working the crowd — talking to fans, getting their comments, handing out special passes — anything to make them feel welcome and appreciated. You know he’s a good leader for the track when fans are often reaching out to him for an autograph, not just to the drivers. I think Roger wearing Glass during events, sharing pictures of fans and video of working rope lines, could be a big hit on social media.

#99 race carAnd then there are the drivers, the pit crew, the team managers and owners, and the many staff that make things happen at the track seamlessly — or at least make it seem that way. Letting them wear Glass and share a first-person perspective either through a live feed or through pictures and videos shared later could be one more way for the track to expand a fan’s experience.

NASCAR fans and visitors to MIS are a committed bunch. They are, in many cases, the epitome of the word fan, which is derived from the word fanatic. And I say that with respect, not as a slight. I wish there were more events and venues where people really cared as deeply for their team as race fans care about their drivers.

Who knows, maybe if Google Glass were available and put to good use at venues and for the right activities, more fans might find a connection to people and events they never knew they would like. There’s an old saying about walking a mile in someone else’s shoes. Imagine if you could do so virtually, thanks to the power of Google Glass. That’s something worthy of a trophy.

2014 Pure Michigan 400 trophy

Rain makes my Glass half empty

If you read this blog regularly or follow me on Google+, you know I’m a big fan of Google Glass even with its beta-product flaws. I’m wearing it regularly and have found the more I use it the more reasons I find to use it. 

Sunglasses and Google GlassUnfortunately, I’ve become so accustomed to wearing Glass that I sometimes reach up to do something on a regular pair of sunglasses only to find that they don’t do anything but block the sun. How old-school!

This happened again yesterday evening when I went out for an exercise walk. The sun was coming and going from behind rainclouds and my weather app said to expect rain within 20 to 30 minutes. Knowing I’d be gone longer than that, and not willing to risk getting caught in the rain while wearing the water-intolerant Glass, I left them at home.

Sure enough, several times during my walk, I went to do something on Glass only to discover I was just wearing glasses. That meant I couldn’t check the radar to keep an eye on the incoming storm or text my wife to give her an update on my walk status. Oh sure, I could have pulled my phone out of my pocket, but that seems sooo 2013, plus it would have turned me into a distracted walker because I would have been forced to look down while doing those tasks. 

I’ve worn Glass so much at work that people now tend to comment when I’m not wearing them, which is a reversal from people noticing them immediately when I walked into an office. These days, if I leave them on my desk to charge, for example, I tend to get double-takes and the common quip about “not recognizing you without your Glass.”

So as soon as Google fixes its fatal design flaw caused by foil bubbling, I have another challenge for them: make Glass waterproof. Sure, most phones and other electronics haven’t achieved that yet, but this is Google. They’re like the modern-day NASA of the moonshot era. So shoot for the moon again Google gang, or maybe even Mars. Let’s see what you can do when you really stretch!

Until their room full of geniuses comes up with a plan, though, I guess rain will continue to make my Glass half empty. My plain sunglasses can block out harmful UV rays but fall incredibly short when I tap them and say, “OK, Glass…”

 

Foiled again by a fantastic traveling companion

snidely whiplash

 

I was in the Upper Peninsula of Michigan for the past few days for work and then a couple of days of vacation. I found Google Glass to be a fantastic traveling companion. But then, on the drive home, I suddenly discovered my new unit that is less than a month old has already developed the fatal design flaw known as foil bubbling.

This is the second time I’ve had this happen, although my first unit lasted 6 months without any problems with the foil. Last time, it made Glass unusable immediately. This time, just the corner has bubbled, although I believe it will continue advancing its way to unusable quickly so I’m working with Google to get another replacement unit.

The “optics pod,” as Google refers to it, is the video screen you see everything with on Glass. The apparently ridiculously fragile foil covering one end prevents light from entering the end of the prism. Without it, you wouldn’t see anything. When it bubbles, you end up with magnified bubbles all over the video screen, which makes it progressively worthless. I still haven’t heard if Google has figured out to how address this fatal design flaw. I don’t envy them, because it can’t be easy to engineer a solid end to a single piece of glass cube. But c’mon, you’re Google!

Google Glass foilAs I mentioned, the foil seems to be Glass’ Achilles heel, so I am very protective of it. No liquids have come into contact with it. I’ve heard humidity is a problem, but that’s pretty hard to avoid in Michigan during the summer. Google cannot keep producing a product that only works in the environments of certain parts of the U.S. without self-destructing. I’ve also heard extreme temperature shifts may be a problem, but Glass experienced none of those the past few days.

Until this problem developed, Glass was a fantastic travel companion. Along with my Droid Maxx, it helped me put together a great photo album of our trip. It served as a wonderful navigational aid and it helped me keep track of appointments and locations via my calendar. It also worked very well as a way to chat with my kids and coworkers while we were on the road for many hours at a time and to share messages and photos with them while we were working or being tourists.

Despite all the media hype suggesting Google Glass is evil, the more I use Glass the more I see it becoming a natural extension of our mobile phones that helps us stay connected without dropping our eyes to a phone screen and becoming physically disconnected.

But until Google can address this flaw, I see a future where more people are saying they were foiled by a fantastic traveling companion or simply choose to leave that companion behind. And that would be a damn shame.

 

 

 

Link

Vignettes on Google Glass is one of my favorite features.

image

I’m doing the 2-gig jig with Glass

 

After having my Google Glass replaced due to the fatal foil flaw, I was excited to learn that I had not just a new piece of hardware, but the new hardware. The latest version of Glass is shipping with 2 gigs of memory on board instead of the 1 gig found on the original second-generation units. (Google has yet to call the 2GB versions the “third generation,” but some Glass Explorers have dubbed it that.)

Tim the Toolman TaylorExplorers have gone through update after update on the software side as Google has tried to fix problems caused by moving Glass to the KitKat operating system. I believe they have now found the solution: give it more power!

As with any computing device, if you dump an operating system and more programs on it that will do more that doesn’t mean your computer can do more. KitKat clearly chews up most of the memory available on the 1GB Glass and any sort of multitasking with apps kills it.

Instead of constant crashes, freezes and random reboots while trying to multitask with 1GB, the new 2GB version running the latest software (XE 18.3) resulted in my recent post to Google+:

I did a short bike ride tonight while listening to some music on +Google Glass and a undertook a mission on Zombies, Run! (It’s still entertaining, even on a bike, because you still have to sprint periodically to stay ahead of the brain eaters!) Anyway, it performed very well and operated smoothly.

I listened to some music for about 10 minutes while getting ready. I even took a picture of a backyard visitor while listening to music and there was no lag in the picture being taken and no stuttering of the music being played.

Once on the bike, I listened to the first mission of Zombies, Run! for about 30 minutes or so, then listened to music again for about 10 minutes. (News and email alerts kept flowing in, too, but I didn’t open them.)

Upon arriving home, I sent and received a few text messages and made a four-minute phone call using Glass as my headset.

All of that chewed up 35% of my battery.

The new 2GB model running XE18.3 is what I always imagined Glass should be like.

There are also subtle design differences with the new unit, with some as mundane as where they put the design and build text, which is now located under the battery housing. The attachment screws are black instead of silver now, too.

Google Glass

The nose pads are different now, as well, with the ability to swivel more, much like you often see on regular eyeglass frames.

Google Glass nose pads

The “optics pod,” or what people who aren’t Google Glass Guides would call “the screen,” seems different, too, but I can’t put my finger on it. It’s almost like it’s brighter, and sometimes that means I’m getting more of a ghosting/glare effect on what I’m viewing than I did on the first unit.

The only unfortunate thing for me so far is that I cannot get the Notification Glance option to work on this new unit. It was super easy to calibrate on my old Glass, and I found it to be a far superior method to checking what the notification ding means compared to bobbing my head to do what some of my coworkers have dubbed, “Ari’s Glass twitch.”

I need to mess around with it some more, but if that’s the only negative thing about upgrading, I won’t complain.

I’ll just keep doing the 2-gig jig and multitasking on Glass like there’s no tomorrow.

 

Elaine Benes dancing

Google offers good customer service in spite of itself

 

If you follow this blog, you know that recently my Google Glass had a serious hardware breakdown and I sought to get it replaced under the 1-year warranty.

Overall, the experience has been a positive one, but it there were times when I questioned whether a massive technology conglomerate like Google will ever figure out how to handle customer service. At this point I’d have to say they are getting close.

Interacting with Glass Guides, as they are called, has been great as they are very friendly when you talk to them. And Google Glass handles their account on Google Plus well. After noting my foil flaw on Google Plus, the Google Glass team jumped into the thread, apologized for the problem and provided me the link I needed to reach their Guides.

glass helpWhen you go to that link, you can opt to “call” Google, which really means you enter your phone number and press the call me button. It then tells you how long it will probably take for a Guide to call you. I called three times during this incident and each time it told me to expect a call back within 1 minute. All three calls actually came in within about 15 seconds, which is impressive.

The first Guide, Michael, was apologetic for my problems, verified my account info and then said he would send me an email with a questionnaire. He wanted to me to reply to the email with answers to questions about what was going on and include three high-quality photos showing the optics pod foil was in fact damaged. He said that would arrive within about 30 minutes. About 2 hours later I still hadn’t received an email. Given how responsive all the Google Glass interactions have been since I first became an Explorer, I worried there was miscommunication about my email address. Plus, once you start missing your Glass, you are anxious to get it replaced.

My follow-up call with a Glass Guide confirmed that they did indeed have my address, that someone was working on the case file, but that this second guide would jump in and push another email out to me right away. About 15 minutes later I received the email, but from the original Glass Guide.

I didn’t mind having to wait a few hours to receive the email; I would have not worried about it at all if the first guy hadn’t told me “30 minutes” when he meant “a few hours.” In customer service, under-promising and over-delivering tends to bring a smile to a client’s face.

The other disconcerting part of my first call was that Michael said he couldn’t guarantee a replacement but that they would look into the matter thoroughly for me. When you have a $1,500 paperweight in your hand — one that’s too light to really hold down much paper — with a known design problem affecting it you immediately become irritated when someone doesn’t say, “Of course we’ll take care of it!” But I realize that perhaps Google does not authorize every frontline person to make such commitments, even though they should be at every company. 

The email questionnaire was simple and straight-forward; it asked about half a dozen questions that all made sense to me in terms of Google Glass needing it for research purposes on a failed unit.

What happened before issue / breakage?

Any solutions come into contact with Glass?

What was the environment like?

How is the device stored or carried?

How is the device charged (only relevant for power issues)?

After sending my answers with three photos attached, I heard back within 4 days that Google was replacing my Glass and I would be notified when it shipped. Also, they had updated their advance replacement process, so they would send me the new unit without putting a hold on my credit card for the value, and provided me with a return shipping label for the busted unit. Hooray!

I made my third call during those four days, being an anxious customer and wanting to know what the resolution to my problem was going to be. The third Glass Guide I talked to verified that the Glass was going to be replaced. He said it unfortunately can take a week or so to get through the process, but that the good news was once it shipped, it would come by overnight air delivery.

Later that day, I received an email telling me my new Glass had shipped, but that it would take 3-5 business days and that they appreciated my patience. Here again, Google stumbled by providing mixed messages. The entire process took less than a week, but now the shipping would be by standard post, apparently, with a 3 to 5 day delivery period. Why did Glass Guides keep telling me different information? The last misstep by Google in this process was that they then shipped the new unit to me via overnight air delivery.

20140702-184840-67720482.jpgI had asked via email for the UPS tracking number so I could be available to sign for it. (I’m not sure why they didn’t just include the number in the first email; it’s better customer service and more efficient for their team than having to deal with another email or phone call from a customer.) I immediately typed it in and was told the package wasn’t in the system yet. Since they said it would take days to arrive, I figured I would just check 24 hours or so later and start tracking it.

Well, imagine my surprise when I received a notice from UPS via email the next morning that they had tried to deliver a package to me but no one was home to sign for it. That was on the Thursday before Independence Day, so they would try to deliver it again on Monday. No way! I contacted UPS, as I have before, and asked them to hold the package at the customer care center after the driver returned and I would pick it up from them Thursday night. That system always works very well and I’m pleased to say it did this time, too.

This worked out well in the end for me, but it could have been an infuriating situation. If you’re going to ship something overnight, don’t tell me it will take 3 to 5 days. This is one of those times where “under-promise and over-deliver” doesn’t work.

All is well that ends well, and I thoroughly enjoyed having Google Glass available for a July 4th party at my nephew’s house. I also have found the new unit to be incredibly responsive and smooth, details of which I’ll cover in a subsequent post.

But back to my earlier question: can a tech behemoth become a customer service powerhouse, as well? The answer is yes, and Google almost has it figured out. At this point, it’s offering good customer service in spite of itself. All the components are there now: friendly representatives (Glass Guides), an efficient replacement process, and a commitment to fast shipping.

Google HQWhat they need to do now is create a better guide for their Guides. It should include what information should be provided to customers about the units, the replacement process and shipping details. I’ve heard from other Explorers that the way to get the best customer service from Google Glass is to always work with the same Guide. But that shouldn’t be necessary, and other than what turned out to be relatively minor hiccups in my case, working with four different Glass Guides seemed to be fine. Consistency is key. Even if you’re telling your customers that something will take longer than they want to hear, if you’re up front and consistent with them no matter who they talk to, they should still be satisfied.

I have heard about research that shows customers with a problem that is resolved satisfactorily are more likely to say positive things about your company than people who have never had a problem. I don’t know where I read that initially, but I can probably find it on Google.

“OK, Glass…”