My complete comments - also giving them credit.  But the bigger problem is their inability to be reached via phone:

Google’s made their own share of mistakes.  We’ve tried to work with them and to Microsoft’s credit, you can actually pick up the phone and call and speak to a human being at Microsoft.  I challenge anyone, whether you are a business that Google’s engines have incorrectly indexed, a customer, prospective vendor trying to work with Google, or a partner, to call and talk to a live human at Google.  Eric Schmidt and his gang of zillionaires hide behind countless web forms in the name of efficiency but there is a time and place for systems, and there is still a place for people to make themselves accessible to just TALK to other people.  I find it inexcusable that a company that large, with the kind of resources they have, has made themselves so incredibly inaccessible to the common man.  Barrack Obama might be able to pick up the phone and get an answer at Google, but good luck to anyone else.

I have a lot of respect for some of the things that the gang at Google has accomplished and cannot complain about my stock price. 

To their credit, I got a personal contact from a (US-based, English-speaking) product manager this weekend.  If only they made themselves that accessible all the time, and it didn't take bad press to talk to a live body - and not just someone in a call center in India that's not empowered to help - but a US-based, English-speaking rep that can provide some good-old service.  You nailed it Brian - this is a basic tenant of business and Google seems to need a reminder.  I've always thought the the most effective way to get a company to improve is to ask that company's CEO to have to try and endure one of their own processes, from the perspective of a partner/customer.  I'd bet that if Schmidt had to try and do business with Google in the way the company currently engages, he'd "get it" pretty quickly once he personally had to endure their service experience.  But in fairness to Google, most large companies lose touch with this part of reality once they scale to a certain size.  I call this symptom "bigcompanyitus" and big companies everywhere need to be vigilant in addressing it because when they get so fixated on efficiencies that you forget that you need PEOPLE to be involved, they make this kind of proverbial mistake.