This is actually welcome news. I had a problem with actually ordering. I accidentally put my billing address in as the shipping address. I realized my mistake the moment I clicked confirm. Not a big deal but a real fricken hassle as I live in an apartment. As I preordered the first day available, I thought this wouldn't be an issue. I could contact customer service and fix the shipping address and all would be fine. I sent several messages through their customer service page and tried calling for 3 weeks to make this change happen but it shipped to my apartment anyway. I still had not heard from Google and was using the tracking information as my guide. I paid one of my neighbors to work from home that day to receive the tablet only to find that it got yanked while on delivery. Apparently, Google contacted the shipping company without telling me and forced a change of address while it was out on delivery. This meant it had to go back to the hub and get re-routed, forcing a delay of another 48 hours.
I had something similar happen to me with Amazon (these autofill boxes are not my friend) but the results were drastically different. I sent a message to customer service and had a response within a couple hours. They verified the address I wanted it shipped to and did not delay the package at all. Then, they called me (yes, I was asked if this was ok) the day it was supposed to be delivered to make sure it was delivered and in the condition it was intended to be.
I love google and their products, software and hardware. I really wish they had customer service to back up their products though. Because of my experience, I won't try their hardware again until I see proof of a change in the way they deal with customers. This article is a sign of them moving in the right direction. As long as they have solid SLAs with this call center, I have no problem with google farming out customer service to the people that do it right every day.