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There are some companies who spend very little money on various distribution properties who receive excellent support.
There are companies who spend a lot of money and can't get their phone calls returned.
These phenomenas aren't confined to just Google, it's common across quite a few industries.
There are people on the other end of those emails and phone calls, and sometimes one has to remember you're not just talking to Google - you're talking to an individual.
One of the reasons I really like search conferences, putting faces with names & personalities. It reduces the anonymous factor and brings the human element back into the equation - after all - we're all human and marketing to humans (not numbers) as well.
After that little rant - it's obviously Friday.
Anyway, our service is fantastic. Our account manager is always available for us and goes out of his way to get our issues resolved when they arise. It is definitely a level of service I feel is fair for the amount of money we spend.