You can of course say the same thing about any company that sells advertising and it will have an element of truth to it. I've worked on Google Search for seve

You can of course say the same thing about any company that sells advertising and it will have an element of truth to it. I've worked on Google Search for several years, and I can assure you that neither I nor most colleagues I know see things this way. I can't think of a single example where our search results have changed or not changed based on how it would affect Adwords customers. I personally believe that most of our products designed for end users work this way. Even many people I've talked to working on advertising see a large part of their job as improving the advertising experience rather than just revenue. Within search at least, the issue of customer service is scale. It's a challenging problem with millions of users. We do a good bit already, through feedback forms, staffed U2U groups, video questions and answers, and other venues. We recognize that not everyone can share information on a forum either, and so some of these feedback forms are private. Gmail does the same, although I'm less familiar with their support offerings. A good starting point might be http://mail.google.com/support/ http://mail.google.com/support/. I'd imagine Google+ will grow in terms of it's forms of feedback and support, and the team seems to be quite responsive on a number of issues already. http://www.google.com/support/+/ http://www.google.com/support/+/ might also be a good starting point there. I'm not familiar enough to comment on the original issue, but I would guess that this has more to do with law in the US, specifically COPPA, the Children's Online Privacy Protection Act. IANAL.