[jcrawfordor]

I'm kind of astounded to hear anyone speaking positively of Google support, and certainly my experience trying to get support and even pre-sales on Google Apps has been miserable - a lot of filling out forms (often slightly broken ones) and never hearing back. Most notably, someone once started spamming an organization I worked for from Gmail by just pasting hundreds of addresses into the To:. Over a year of multiple abuse reports from multiple people and they were still going, and the abuse report form had broken validation so that having the headers too long (because of the over 300 recipient addresses) resulted in a message that the headers field was empty. This is where oddly typical of my experiences with them.

This makes me think that it's rather particular to the product. YouTube was acquired and now has a significant focus towards consumer sales via movies and Red, perhaps these two factors have lead to a significantly different culture surrounding support?