Glass Basecamps were the primary location where those who were curious about Google Glass could go to learn more about the device with hands-on demos and tutorials. Those newly inducted to the Explorer program could go to one of Gooogle’s locations in San Francisco, Los Angeles, New York, or London to personally pick up their [...]
Glass Basecamps were the primary location where those who were curious about Google Glass could go to learn more about the device with hands-on demos and tutorials. Those newly inducted to the Explorer program could go to one of Gooogle’s locations in San Francisco, Los Angeles, New York, or London to personally pick up their new Glass unit and get an introductory course in using Glass from one of the onsite representatives. Current Glass Explorers could also go to a basecamp for face-to-face appointments with a Glass Guide who provided technical support or assisted in fitting prescription frames for the device. Google also held special events at these basecamps to interact and mingle with Explorers and gather insight on how Glass was being used by an array of enthusiasts.
Glass basecamps performed all of these functions and more. That is, until recently.
Signs of Basecamps Closing
Glass Explorer Spencer Kleyweg noted in a Google+ post that Google has closed Glass basecamps indefinitely. It started when the web page used to schedule appointments to demo, buy, or receive support for Glass at basecamps became inactive with all dates and times listed as unavailable. Spencer also reports to have confirmed with Glass Support that these basecamps were no longer taking appointments.
Some may view this as yet another blow to the Glass initiative with Google taking one more step towards sunsetting the device. Others, such as fellow Explorer JR Curley, view this as another important step in the development of Glass as a product and a platform.
No Basecamp Needed
In the early days of Glass, it made sense to have a physical presence in the form of basecamps for people to visit and see Glass for themselves since not many of the devices were present in the general public. The first Explorers were required to visit one of these basecamps in order to pick up the Glass unit they ordered and then receive a hands-on tutorial of setting up and using the device. This process has ultimately been streamlined in the form of purchasing the device on the Google Play Store with overnight shipping to a person’s address. When first powering the new Glass unit, the wearer is guided by an automated process on how to set up and start using Glass. If someone decides against keeping Glass, the unit can be returned to Google within 30 days for a refund. No basecamp needed.
Technical support for Glass can now be found online by contacting one of the many helpful Glass Guides. Instead of visiting a basecamp, one can just go online to send a message to Glass Support or call the Glass Support hotline. If it’s determined in the rare event that a replacement unit is needed, Glass Guides and Explorers can agree on a unit swap program to replace Glass under warranty. No basecamp needed.
Refocusing Online
The message some Explorers are getting at this time is that the Google Glass team is that the focus on Glass sales and support is being refocused online. In a short but prompt message I received from the Google Glass team regarding the basecamp closures:
“The Basecamps were experimental areas to help early Explorers try out the different styles and understand what Glass can do. As more people have become familiar with Glass, we’re seeing more of our sales and support take place online, so we’re focusing on those channels.”
This move, although it may seem surprising, makes sense both from a consumer and business perspective. Google will be able to save on expenses incurred from renting out space for Glass Basecamps, and as long as Google can still uphold a specific quality of service and support online to current and potential Explorers, there appears to be little need for a physical location for Explorers to visit. As more and more physical products move from a presence in brick-and-mortar stores to online stores, who is to believe that a product like Google Glass would be any different, especially from an Internet giant like Google?
At this time we’ve reached out to the Google Glass team for additional comment on the basecamp closures and will update this post as more details emerge.
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