> In Levy's 'In The Plex' it boiled down to Page not really thinking the cost of support came close to the benefit. And let's not forget, the cost of support,

> In Levy's 'In The Plex' it boiled down to Page not really thinking the cost of support came close to the benefit. And let's not forget, the cost of support, even email-based, is huge. At Google's scale, with the number of customers they have, it would be significant. Plus, this way, they can drive customers towards using Search to solve their problems (hopefully).