This is not exactly new behavior for them; it's just a new platform. Gmail and Apps users have dealt with this for years. Customer service and support continue

This is not exactly new behavior for them; it's just a new platform. Gmail and Apps users have dealt with this for years. Customer service and support continues to be the single biggest thing that Google gets wrong. And I say this as an unabashed Google fanboy in most other respects, at least compared to my immediate colleagues.