An interesting fact about Google is for many years now, the best avenue of support has been employees working for free on a nerd message board. This hit a height of absurdity with Matt Cutts, who was a kind of intercessionary saint, but continues today. https://news.ycombinator.com/item?id=20338263 …
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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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Have you ever heard of "shadow IT?" maybe we need something like "shadow customer relations"
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I kinda think that message board is exactly that.
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