I would disagree on that. For their physical products they've actually had very good customer support - When I had questions about my Nexus 4 and Nexus 10 coming in I was able to get a support rep very quickly and have my questions answered. A friend of mine just had to send back his Nexus 4 and had the same result - Great service and a new phone sent within a day or two.

Obviously their track record for their online support is definitely subpar, but it will be interesting to see how this plays out in the physical field.

Although, I will admit - If their shopping experience is anything like that of the Nexus 4 launch this will be a laugh.