A really poor launch of their wallet recovery feature which sends your seed phrased sharded up to 3 different centralized locations and requires you to sync those to your id so you can recover with it when you need to. Apparently no one understood how a hardware wallet works so they believed ledgers were completely trustless when in reality, they’re only as trusted as much as you trust ledger. They’ve always had access to the secure element since firmware such as apps needs to access it to sign things with your private key, but ledger had always said no one has access to the secure element so now everyone’s pissed and saying they were lied to when everyone could’ve know this all along if they just understood how hardware wallets work. Really the problem is that ledger put too much faith in their customers to understand how their product worked, and customers put too much faith in ledger to not be able to access the secure element.