Would you prefer nothing to happen? In the real world, we have two bad choices: either google ignores it completely, which I’m certainly not defending, or some of its employees try to make good. Why punish people for doing the right thing?

Of course I think their support is generally reprehensible. But we don’t have a third choice right now, so these employees taking initiative seems like a win.

Or maybe it's part of their strategy? Remember, Google is an advertising agency.

They are sending a message out that their support is maybe not 100% adequate, but if you do have an issue, just raise your voice on social media and it will be fixed. In the end everything will turn out allright, not?

The message they are sending out is downright misleading. Maybe we should even say no to that.

What you are describing is the problem. Both your options are terrible. This needs regulating.

uh they aren’t my options. They are what’s available in the real world right now, not what you and I would prefer be available.