The PCWorld article is a bit overblown, but I expect this to be the first signs of an ongoing problem for Google. I know I've personally had a nightmarish time getting in touch with Google support, for both AdSense and App Engine, and I know Patrick had similar experiences with AdWords. I'm sure there are others.<p>In the past, Google's paying customers have been primarily tech savvy, and thus more apt to try to solve the problem themselves, contacting support as a last resort. With a more mainstream customer base I suspect this won't be the case.<p>Even if the Nexus One was bug free, there's going to be people who have problems and want support. For better or for worse, this is the "Google phone" and a large number of people are going to expect Google to help. A phone company with no phone support is just not going to fly.<p>I for one hope this forces them to improve their customer support across the board. Their lack of support is a serious concern for potential enterprise customers.