The way I see it it's not the mobile industry being resistant to change, but users being overly needy. How self-entitled does one feel to think they could get a $500 phone and pay half-price, enter into a 2 year contract and then, 2 weeks later, cancel everything and keep the phone for free.

What Google did looked very logic to me (including those restocking fees, etc) but then all this storm of getting actual support was started. It almost looks as if someone looked at what Google wasn't providing and then pointed the media towards this and repeated ad nauseum... Which basically tells me that perhaps one should buy this phone and see what all the fuss is all about.