I'm struggling to understand the exact point in our recent history when google stopped being the cool startup, and started becoming our faceless, evil overlords?
Case Study 1: Google deactivates Google Checkout account with no explanation and no recourse or escalation process. Money was left in the account which was not returned.
Story turns out somewhat ok. In the barrage of negative comments, the story evidently made waves with Matt Cutts. While not on the Checkout team, he intervened and the Checkout team finally admitted the account cancellation was a "mistake".
http://www.slash7.com/articles/2009/3/26/google-is-evil-worse-than-paypal-don...
Case Study 2: Google Adsense cancelled a website owners account with no explanation and no recourse or escalation process. Money was left in the account which was not returned.
This guy went well above and beyond to try and find out why the cancellation happened, but Google ignored him. He didn't get mad, he got even. He sued them in small claims court and was awarded his money + costs.
http://www.huffingtonpost.com/aaron-greenspan/why-i-sued-google-and-won_b_172...
