You're describing two episodes of competent customer service. Nothing incredible, just good work from a company you're paying money to. The problem is not with

You're describing two episodes of competent customer service. Nothing incredible, just good work from a company you're paying money to. The problem is not with their quality -- once you do get someone on your case, it won't be a minimum wage script reader in India, but rather someone pleasant who can actually help. The negative perception of Google customer service stems from an apparent disinterest in providing proper support channels in the first place for some of their services, which leads to many unhappy episodes pulling their average down. I do believe this is a problem they can fix by just throwing money at it. Customer service is not rocket science, hire enough decent people and give them some leeway and they'll make everyone happy.