That's unacceptable anywhere. I know Google support spends gobs of time quantifying customer success and happiness, gets measured and rewarded by these numbers

That's unacceptable anywhere. I know Google support spends gobs of time quantifying customer success and happiness, gets measured and rewarded by these numbers. Nature of support anywhere is that sadly you'll always have some folks with a bad experience, all you can do is try to make it right by all.