I think most people look forward to being on the phone with a customer service rep just about as much as Google looks forward to maintaing the call center they'

I think most people look forward to being on the phone with a customer service rep just about as much as Google looks forward to maintaing the call center they're working in, but consumers need somewhere to go with their questions, especially when they've just shelled out a lot of money for something. One could argue that Google should have offered this from the start, but we need to remember this a new space for them, and the fact that they identified a flaw and corrected it is a more important (and more interesting) lesson.