Comment by incompatible

So I've heard, that it's difficult to get a human involved if you have a problem with Google's free products. The article says "Eventually, with the help of Google’s customer support and some ex-colleagues who still work at Google, Bob was able to get his account back." For the average person who doesn't have ex-colleagues who still work at Google, or who's name isn't Linus Torvalds, it will be far more difficult.