[tomhogans]

The biggest problem with selling the Nexus One direct was support. Carriers didn't want to support a phone that hadn't branded and Google couldn't accept that people don't want to ask a community message board and wait a few days for a reply when their phone doesn't work.

[bokchoi]

The community message board support model doesn't work for google. My current peeve is this god-awful bug thread for adding an additional account to an Android phone:

  http://www.google.com/support/forum/p/android/thread?tid=6981e6d970e2f29f&hl=en