> Google appears to be only accepting e-mail customer queries, to which it pledges to reply in one to two days -- far too long, say most people who are complain

> Google appears to be only accepting e-mail customer queries, to which it pledges to reply in one to two days -- far too long, say most people who are complaining online. This is the classic sign of bad service. You can see this with any bad company (such as ISP) - they want non-telephonic complaints so that it takes an extensive time to respond and most people just give up.