Google suffers from a disconnect with it's target audience. Poor or confusing customer service and a way to high buy in combined with an obscure sales method (you have to buy from Google's web site only) may have crippled the Nexus One's launch. Trouble with the touch screen, battery and an assortment of other complaints add up to customer dissatisfaction. Poor word of mouth still counts.
If Google wanted the market, they should have come in priced to do battle and had a killer customer service dept. set up and ready to go.
It remains to be seen whether Google will make up for this fumble. We'll see.
