The perspective of the other side is not hard to guess here: support costs money, it's way easier and cheaper to automate it, and if it hurts a few people here

The perspective of the other side is not hard to guess here: support costs money, it's way easier and cheaper to automate it, and if it hurts a few people here and there no one really cares because there're millions of other users (and no much alternative anyway). We all know that Google's support sucks, even they know it very well, just they don't give a shit. Everyone's pissed about this for years - anyone who ever tried to debug adsense, gmail or youtube account getting blocked out of the blue, or android app being flagged for no reason has gone through pretty much the same process this guy describes. Internet is full of horror stories of this kind, it's very well documented. The only difference here is that most of us goes "c'est la vie" ¯\_(ツ)_/¯, and we continue using their services because - well - everyone else does it, what else could we do... while this guy doesn't mind giving them the finger... which will, and of course he knows that, hurt him much more than Google - but that's a move to be respected imho...