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Sure, common sense suggests that they do need some real people in customer support, but haven't you read the horror stories of their algorithms banning people?

People had their accounts closed with messages like: "Your account is now closed permanently. We won't tell you why. Don't try contacting us, we will not respond. Fuck You."

They have some real people working with customers, but they're meant for big, rich customers-they-want-to-keep. You get the algorithm treatment, and you're not supposed to even reach the real people there.

I'm surprised Google act like this, on the one hand they want us to use Google for everything, apps, email, cloud storage. And on the other hand all we get is the algorithm treatment. Unless they change this I can see blog post after blog post slowly eating away at Google's reputation.

I bet we've only seen a small fraction of all the cases. As long as they can keep doing it without "too many" people knowing, they're fine.

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