I can only guess from my limited experience talking to people at Google and reading about their systems, but I would guess the problem is over-automation of cus

I can only guess from my limited experience talking to people at Google and reading about their systems, but I would guess the problem is over-automation of customer support. I also wonder who shifts through the tickets themselves. Is it the engineer straight out of Stanford with 150k combined compensation and no serious training in customer satisfaction? The curious developer who built the product and wanted to see what people thought of his/her baby? A lower paid employee in a country with a lower cost of living? Some combination of the three? I feel like the culture at Google might preclude it from ever having good customer support except for the highest paying customers.