>> Do you really expect GMail to provide personal customer service to its ~176m [1] non-paying users? Answering phone calls from 176 million users? No. Mainta

>> Do you really expect GMail to provide personal customer service to its ~176m [1] non-paying users? Answering phone calls from 176 million users? No. Maintaining a nice little "Google Cares" (And Explicitly Confesses Known Problems We're Working On) blog? Yes. A little customer service could go a long way.