No message from Google within the 48-hour time frame on my defective Nexus 7. I spoke to customer service and was told there was "no way" they can look at my case, but they assure me that "people are working on it" but that they can't access their system, as they work off sit. I told the young man that it's merely a device replacement, and why should an RMA take so long? He told me that I shouldn't have been promised a response within 48 hours, and that I should be concerned if it takes three weeks. Naturally, I was upset. He told me that their customer service is like a newly forming planet, so I should accept a poor response time. Worse, he said that if I escalated my issue, I would be put in the back of the line. Google, my advice: You want to run with the big boys, you better step it up, or you're dead in the hardware industry.