DamonHD - 8:02 pm on Sep 27, 2007 (gmt 0)

I know a couple of (senior) Google people quite well, and "zombie" and "arrogant" are so far from applicable that they are slander. Really.

Google runs AS/AW with boilerplate reponses in the first instance because many of their customers are too darn stupid/idle/crooked/whatever to work out the right thing to do on their own without big cluestick, and G has to keep its costs down if it's to give all parties a decent cut.

Name calling doesn't make you right.

Yes, AS/AW support is annoying, but I've run/owned companies (eg an ISP) where I'm amazed that my CSR staff didn't just torture the very-high-maintenance and often stupid/idle/crooked/rude 5%-10% of customers I wish we could all avoid somehow. I can't stand doing customer support, and I've collected some choice examples of why over the years.

Rgds

Damon