Of course it does no good at all to get mad at the rep. But I think it's pretty reasonable that someone's going to be upset after receiving a no-notice suspens

Of course it does no good at all to get mad at the rep. But I think it's pretty reasonable that someone's going to be upset after receiving a no-notice suspension e-mail after spending a million dollars with a company. It's pocket change to Google, sure, but that's a lifetime's income for a lot of us. Speaking as someone who worked in AOL's billing department in 2000-2002, I can say that we all know very well not to take this stuff personally. It's just what the job is, and it's not for the feint of heart. I'd love it if everyone were nicer too, but I can easily put myself in their shoes in cases like this. Now the people that were 100x ruder to me on a personal level over a $20 charge on their dialup account that was (often) their own fault? Not quite as much sympathy there :P