Google, for a company that reputes to perform
services, is probably the single most consumer-
unfriendly company on the planet.
Try dealing with some kind of loss-making monopoly, where the people who work there don't care or may even have a perverse grudge against customers and want to cause them harm.
Look at the way united airlines treated a passenger whos guitar they busted up: http://www.youtube.com/watch?v=5YGc4zOqozo
There are companies who wage campaigns against their customers. They have a policy of not paying credit notes except under extreme pressure. But they might also have call centre staff with no job tracking system call you to chase you for your bill, where the staff don't even know whether you've paid it or not. Why? Because some stats somewhere said that bullied customers are more likely to pay.
Google is flawed but has some endearing things going for it: the employees are intelligent people, they tend to be caring types.
They are real people and they do care.
Google simply utterly ignores any kind of complaint. There is no worse way to treat people than to completely deny their existence.