I want to be very clear that a) the Google employees who do this are extremely helpful and b) there is no reason such effective communication and support has to be done by unpaid labor in a dark corner of the internet, when the parent company is among the wealthiest on earth
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Matt Cutts was the head of anti-spam in his day, and the HN thread archives are full of him talking to supplicants and escalating issues appropriately. These were both the kind actions of a wonderful man, and an organizational failure by a company that won't answer human email
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