[vgeek]

Gary Illyes and John Mueller (other prominent Google liaisons) are also kind of standoffish. Ginny Marvin is another SEland hire, but isn't as mean spirited, but is still as limited in how helpful responses are. John and Gary commonly mock people asking questions and just parrot Google's speaking points of "just create quality content and we will rank it well" that frequently do not mirror reality. If you have SEO questions, your only other official channel for support are Google forums-- maintained by volunteers outside of Google. That SEOs have no official support from the most prominent search engine (besides ambiguous documentation, ~5 liaisons and forums of dubious value) is laughable. If your site gets deindexed or penalized, good luck finding out why with Google.

With Bing Webmaster tools, I have actually emailed support and gotten a bug fixed within 2 weeks. With Google, your best option is yelling into the abyss.