But that's not the point of the article -- the author of the article agreed with that. And he was sorry for it, and sent a nice mail to excuse for his malbehavi

But that's not the point of the article -- the author of the article agreed with that. And he was sorry for it, and sent a nice mail to excuse for his malbehaviour. It seems his point is that it is very hard to get to actually speak to a human or even get a human reply with Google. If they decide to cut you off (of adwords, or the search engine) there is no real way to appeal or sometimes, even to know why it happened. Google is in no way alone in this, though. I've heard similar things about Apple, Amazon, etc. It's pretty scary of today's companies.