It feels like to me that they have just become a sprawling mass of interconnected yet disjointed divisions but without any real customer service department that can handle the amount of requests or situations like in OP. I am not on their side in any way, but Occam's razor and all, it just seems the most likely explanation to me is that they are just too cheap to pay people to handle the volume of customer issues they have? Or would it not be economically feasible? What do y'all think?
[Edited to divide into two paragraphs for slightly easier reading]
Undoubtedly, for the Chrome Store as well as all of their other properties.
Ultimately, Google's business model is about earning fractions of a cent per view/download and making it up in volume. Their profit margin depends on relentless cost optimization, and humans are inevitably the most expensive part of their support/maintenance systems.
Google undoubtedly doesn't want to put extension writers out of business, but if they adjust their procedures to give cases like this real human attention then they will undoubtedly allow a few dozen spammers/scammers to also receive human attention.
(Note: I present the above without judgement. If I were to add my judgement, I'd say that I don't think that this state of affairs is a good thing, and in the long run we may need to reconsider whether algorithmic promotion of content without human oversight is viable.)
That's fine but at least have a human review before taking disastrous actions like taking down extensions, lockdown Gmail accounts. If you can't afford even that at least have an appeal process where human would review the case. If you can't make the economics work even for that maybe just don't run the app store.
There's a variety of different tiers to suit your required level of support, and some products (e.g. G Suite) come with free in-built support.
(I work as part of Google Cloud support organisation).
If GCP wants more adoption then you have to fix this shit. Seriously.
Can you assure me that if I move to GCP, have a VM get infected and you ban my GCP account, my personal account will never get banned too? Or that of my next employer? Because I keep reading about that happening...
So for example - say I have a personal Gmail account (e.g. email@example.com)
But if I was working for a company that had spun up GCP infrastructure - my work would likely provide me with a work email address (e.g. firstname.lastname@example.org) - which I would use, rather than email@example.com.
This also covers the use-case that for example, you leave the company (in which case the company still controls those accounts), or an employee goes rogue and tries to takeover their work account.
In general, you would try to keep your work/personal accounts separate - you're not going to put your personal account as the recovery email for your work account for example. Your system administrator (or IT team at work) is going to be the one who resets your password, or recovers your account - and they're not going to send private work passwords to a personal email account (or they shouldn't).
Hopefully the above helps.
Is that enough for the ban to follow through and hit both?
Actually, the way they've expanded their range of products I'd wager they've put quite a few people out of business.
It's especially bad if your business happens to not be one of the ones they acquihire, but one of their competitors, as evidenced by a handful of antitrust lawsuits.
Now do that for every app and extension. And repeat it for every single version that is ever uploaded.