• They may have been clouded by their own personal experience and way of thinking about how they deal with technology.
• Forrester Research analyst Charles S. Golvin • Regarding Google’s tech support troubles with the Nexus One. What’s the problem? Well, their support mechanism is designed to be an e-mail based process that takes a couple of days to answer, but people with $529 phones want a lot more than that. As a result, forums are flooded with people complaining about problems with the phone. The lesson for Google? A live person is more useful than an e-mail. Sometimes. Especially with hardware. source

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