Confirmed. When I say Google supplied me with the single worst customer service I've ever had, I do mean customer. Not user. Customer.
e.g. "24/7 Support" meant I was free to sent them an e-mail anytime, day or night. Or I could call the 800 line and leave a message ("Calls are usually returned within two business days!").
When I did get through this way, I had to run a gauntlet to convince the asshole (and he was an asshole) that I'd exhausted every imaginable self service option before having the audacity to call for help directly - even though this was the exact service I was paying for.
Seriously, you'd think I'd called 911 to report that I was running out of milk and eggs. In reality, my accounts had vanished completely. Business accounts, I might add. Not that it mattered to Google.
Like an earlier commenter noted - if you use Google for anything that matters, you'll probably be okay. After all, the odds are in your favor. But if you do get screwed, you get screwed completely, suddenly, and without warning. And that's true of customers and users alike.
Lawsuit for what? Google's terms are set up such that "we algorithmically decide to provide you with nothing whatsoever in exchange for your money" is perfectly within their rights.
That's what I thought. When Google Apps for businesses came out I was interested in subscribing, so I asked their customer support about what migration paths they offer. I never heard back from them.
He's paying for Gmail+Docs storage, that's not the same as Google Apps for Business. If he were paying for Google Apps for Business then he has a 24/7 support phone number that he can call.
Generally, if it can't be implemented by an algorithm, Google's not going to do it, ever.