100% of OLPC's support infrastructure is volunteer-based, and OLPC deliberately keeps them in the dark about everything. Dozens of support volunteers have dropped out because the support crew is expected to handle basically all of the public relations, even though they don't know anything and aren't authorized to speak for OLPC.
Bug reports get marked invalid if they're not filed by an OLPC insider. QA is backlogged by about six months, and doesn't have a testing regimen in place anyway, and probably never will because it's run by the same pack of in-the-dark volunteers who valiantly try to provide end-user support.
Sugar sucks because nobody bothers to fix it; they just identify one or two problem areas a year and completely rewrite everything. The stylus part of the touchpad has never worked. They never addressed the stuck-keys problem. Spare parts are expensive and hard to acquire. Serious, crippling wifi problems have gone unresolved for years (in many cases, even untriaged) while they focus on supporting CD-ROM booting for Windows.
The Windows-centric BIOS emulation routines are closed-source and under tight NDA. OLPC has an undisclosed number of NDAs with Microsoft, Marvell, Quanta, and other companies. They ignore offers of help from major open-source figures, and then complain about how long it takes to develop software.
They ship the things locked-down security-wise and expect users to manually enter things into a website and wait days for permission to install other operating systems. The rationale for that last bit is "the G1G1 users are our test bed."
Hundreds of e-mails from people willing to help go unanswered and are eventually deleted because OLPC fundamentally doesn't give a damn about anyone who isn't a direct employee of the company. The Give Many program never took off because (again) nobody at OLPC gives a crap.
The last handful of companies that Chuck Kane ran were all sold off or put under soon after he took the reins. Kane explicitly dropped the education mission of OLPC, and claimed it was now basically about distributing laptops and to hell with what is done with them.
Regardless, OLPC (in keeping with Negroponte's amazing hubris) will only deal with national governments, and the few programs that are getting the machines into the hands of whatever schools want them.
Basically, Negroponte started out with a great idea, then made every possible wrong decision and turned it into a steaming pile of failure, and it's pretty damn depressing. Nick Negroponte killed the One Laptop Per Child movement.
This article appeared on OLPC Columbia listserv and appears here intact, just re-ordered for clarity.