> 2) I'm a little sympathetic to Google here, because there's no way that they can offer real customer service to the entire Internet. I run some small businesses and get dumb phone calls all of the time from confused people thinking that my random shop has anything to do with their phone plan or email issues or a problem with their cable bill or anything else under the sun because they ended up at my store after putting certain keywords into Google. I have no doubt that Google would receive hundreds of thousands of mostly dumb, useless calls daily that they are not responsible for from every confused person out there. There's no feasible way to provide standard customer service to the entire Internet.

I think you are way to sympathetic to Google here. Just look at what the size of your company is compared to Googles in terms of profit/revenue. So they should be able to spend that much more time/resources on dealing with customer support even if that means dealing with some stupid folks calling then because they can't find the chrome icon on their desktop. I mean you are able to deal with stupid requests why should they?