People have told us that they'd like to have additional feedback though--not just a "yes/no" type of answer. So we've been experimenting with giving more in-depth answers. I discussed the experiment in this video we published a couple weeks ago: http://www.youtube.com/watch?v=5rsWc78dits#t=1m36s (watch from 1:36 to 1:56 or so).
Now you know enough to understand what happened in this case. This person, after violating our quality guidelines, had done multiple reconsideration requests. His English-language reconsideration request was selected to get a more personalized response, but then when the Googler started to investigate the site, the actual site was in Italian. That's what triggered the "this language is not supported" message because the person handling the case was expecting an English-language site based on the English-language reconsideration request.
What you need to know:
- we absolutely do handle reconsideration requests in lots of different languages, including Italian.
- we've also been experimenting with giving more in-depth answers to webmasters. The mismatch between the language of the reconsideration request and the language of the website caused this message to get sent, but
- we'll still send this site more in-depth advice. Based on the website's spammy linkbuilding techniques mentioned in the blog post, it sounds like they could use the extra guidance anyway.
Said that, as I was saying in the post, my friend is aware that the site have problems and I know he is working on solving them. So, let's hope he will adjust those issues in order to have his site graced, and that the strategy based on content marketing will be implemented.
Ciao and thanks again for the clarification
Would you mind adding an update to the top of your blog post or otherwise correcting your blog post? I'd like to debunk the misconception that Google doesn't take reconsideration requests in Italian, because that's just not true. It looks like most of your blog post has been written on the assumption that we don't respond to reconsideration requests written in Italian, and that's simply not true.
What I tried to explain in my other comment is that we have also been trying an experiment in giving more in-depth info to site owners. That experiment is currently English-only. Despite that fact, we'll still send a more in-depth reply in Italian to this website that was violating our quality guidelines.
The wording of the response was quite bad. The reasoning behind it is not. Personally, I cheer Google for trying to give more detailed information. Few things are more frustrating than the "We are killing your livelihood. No, we aren't going to tell you why. Live with it."
So, your friend willfully and knowingly violated the guidelines?
The Reconsideration Request is _explicitly_ for use by people who knowingly broke Webmaster Guidelines or (as in this case) who used the same (albeit spammy) techniques that loads of other people were involved with and then later realized that these were outside the guidelines.
This is embarrasing for them, you think that a company as large as google and with this kind of money (http://finance.yahoo.com/q/ks?s=GOOG+Key+Statistics) and one that's primary deals is search, social networking i.e. communication would have better communication channels, especially with end users.
I've known people to whom google owed ad money and simply didn't pay, google made it so hard to contact anyone that collecting was basically impossible. For adwords, a couple months ago a collegue asked to talk to a reps boss and she said that was impossible that only per written request would they be able to do that. But then this was from Germany (in English) and as far as I know google's only european support is Ireland/English based. It seems kind of odd really if you ask me and out of sync with the high quality of their products, or maybe this has only been my very limited bystander view of google?