Google Nexus: Troubles with After Sale Service

Almost all mobile phones are currently sold via carriers today, even for the iPhone. Google, with its first mobile phone, aka Nexus, decided to directly offer it to customers. However, it seems that the company forgot one important point in its strategy: after sale and customer services.
google was maybe thinking that users will solve their problem thank to the online help webpages, or that they will look on the web for sites offering solution. However, a customer who paid a significant price to get a mobile phone is ALSO expecting a reliable service.
A large number of customers have been facing issues with the Nexus, and while looking for help from google could not get support, beside a email-based service with a 24-48 hours replay. Other customers, used to deal directly with their carrier, tried to get help from this side, but as they did not receive any document or troubleshooting-related files, they could not help frustrated customers further. Customers who directly contacted HTC, the manufacturer of the NExus, did not get help neither.
google is now facing deluge of US Nexus One customer complains, and for sure this will not help google to build an image of a reliable mobile phone designer, potentially tagging the Nexus One as a device for Geek, but that's all. For sure, it will not help Google to demonstrate that the Nexus One is user friendly, and easier to handle than the iPhone.