[urgerestraint]

> YouTube provides email support with a 1-business day response time to all creators [1], and the bigger channels get their own Partner Managers [2].

Multiple demonetized channels have stated that they have not received responses via the official support channels. It's all well and good stating a 1-business day response time, but if Youtube doesn't follow through that, where does that leave the content creators?

It's like businesses with support response SLAs that are cleared by the sending of a robo-email from their support system. No actual support has been rendered.

[Tinyyy]

Care to give some examples?

[jkldotio]

https://www.maxlaumeister.com/blog/google-is-deleting-your-f... has some, but anyone who's been following it knows it's happening beyond that. I am surprised that infinitesoup is apparently unaware of these issues given his account on HN is 591 days old and over it's history has posted about absolutely nothing but YouTube. Indeed an account on Reddit called infinitesoup, possibly unrelated I concede, has wall-to-wall comments on YouTube too. They all read like a superfan or possibly an employee of Google providing support. The usual etiquette on HN is to simply disclose an interest and then argue a point. While it's not against the rules I don't like having to do my own research and finding out the person posting links from Google support is likely a Google employee (the person connected with the Reddit account seems to be a Google employee, maybe this guy isn't).

Even if they are different accounts and this guy isn't a Google employee they haven't presented any other credible evidence for this wonderful support anyway. They have only presented a policy aspiration. Google is not Amazon; Google is notorious for bad customer support. Our prior belief for "will YouTube provide good support" shouldn't be very high given they are part of Google. Therefore it doesn't take many data points in the direction of poor support to confirm that.

There are clear and sometimes good reasons for what Google does, it's a great company with competent employees but let's not drink the Kool-Aid and pretend they have great customer support just because there is a policy document aspiring to have good response times.