Well put. Observe that Google is treating customer complaints not as a customer support issue, but as a PR issue. When the PR goal is met (people are happy or unhappy in silence) the problem is solved.
How do you know? What if, according to Google, the problem was the customer? How do you tell a publisher that their website is not appealing to advertisers such that the publisher will satisfied? Isn't that implicit in the account cancellation? So why say it again explicitly?
I don't understand what Google could do differently to handle these incidents other than staff handlers to parrot empty reassurances to angry customers.
They could send an automatically generated mail saying:
We had to suspend your account because you violated rule X (link to description). To have your account reinstated please do Y or Z so you are not in violation of X.
"Why was my account disabled? Can you tell me more about the invalid click activity you detected?
Because we have a need to protect our proprietary detection system, we're unable to provide our publishers with any information about their account activity, including any web pages, users, or third-party services that may have been involved. "
So, you may submit more information to Google, but Google will not submit any more information to you. Thus, there is no need to entertain a discussion regarding your account ---at the expense of both parties--- as Google will not submit any further information to you.
