[ksk]

>It really bothers me, how bad the Google's support is, especially for the products that make them money

In what way was the support inadequate with regards to this article? It seems to me Google responded pretty quickly and resolved this persons issue.

[yock]

I guess "resolved" is in the eye of the beholder, considering Google's mistake still cost them thousands of dollars that as yet remains unrefunded.

[ksk]

Of course, Google should refund the money. But the support team didn't cause the mistake. My comment was to understand why the poster felt the support was inadequate.

[annnnd]

Agreed. Also, explicitly asking for a refund might yield some results in this regard.

[jobu]

Google fucked up, and it took them days to resolve the issue. Decent customer service would offer a refund and possibly even a credit on top of that (without asking).

In my experience, Google support tends to have "the customer is always wrong" mindset.

[Rudism]

It probably depends on how much money you're spending whether you'll get a dedicated rep who can initiate refunds without you explicitly hunting them down. $300/day is not even a spec of dust floating in a drop in the bucket to them.

A couple years ago when I was working for an advertising company that was spending several tens of thousands of dollars per day, we were offered large (hundreds of thousands of dollars) refunds on several occasions, including some where the screw-up was our own fault.