Christopher Elliott

Christopher Elliott is an author, journalist and consumer advocate. You can read more about him on his personal website or check out his adventures on his family adventure travel site. Contact him at Read more of Christopher's articles here.

  • sirwired

    Customer service has never been Google’s strongpoint. There have been repeated debacles in the part of the company that sells phones and tablets to consumers; if they can’t figure out how to service paying customers, those using the free services are certainly in trouble.

  • Raven_Altosk

    Google is too big for it’s britches. People are too busy playing foosball instead of working in that place.

    Glad this got resolved.

  • Sam Varshavchik

    Strange. My degrees are also “in computers”, and I’ve been in IT for over twenty years. I was never asked for my “social media presence” on any job interview, even the most recent one.

  • LadySiren

    This is a long-standing problem with Google+ accounts. Just ask Violet Blue.

  • BillCCC

    Why does someone with ‘degrees’ in computers need a consumer advocate to solve this problem?

  • rn74

    What would you suggest he do? Commit a felony by trying to hack Google?

  • MarkKelling

    You get what you pay for. With Google, you don’t pay anything so why would you expect to get anything?

    If you are wanting to use one of these free services as your primary email account, which is the only reason I can think of an employer needing anything related to these accounts (I guess if you were applying for a job as a social media person your prospective employer might want to see what you have out there, but just having “degrees in computers” should not require this), there is your problem. Get a real email at a real provider (i.e. one you have to pay to keep!) and there is no problem.

  • MarkKelling

    If a potential employer wants to see your “social media presence” they won’t have any issues finding it on their own as part of the background check they do for most job applicants these days.

  • Alan Gore

    Same here, but requiring a social media presence is standard for today’s young job applicants. You’re not considered hip and engaged unless you spend all your break time fiddling with your Facebook presence.

    I did have a buddy whose name was Music, and who had the same problem as the OP: everyone thought his name was a company, and so that was the sort of junk mail he got. Fortunately those were the days when if you had a customer service problem, you could still call and get a person.

  • Edmond Valencia

    You hit the nail on the head. I worked with some Google folks when they were looking in to buying Sprint and direct customer contact was foreign to them. Their stance was that they put out a quality product for free and there are online communities to help so why should they get in the middle.

  • emanon256

    I voted no. Ive never had a problem getting a hold of someone at Google, I just didn’t like their response.

    Back when AdWords was new I ran a website for a non-profit and we displayed Google Ad Words to help covert he costs of the web hosting. We kept generation income in our on-line account based on people clicking on ads. They told us they would cut us a check each quarter. After the first quarter we had about $380 in the account and I requested the check. Google flat our refused. They said that they do not think all of our clicks were legitimate and therefore had the right to withhold all of the money. I asked why they believed the were not legitimate and they said that it was a trade secret and they could not tell me. I never had trouble getting in touch with anyone, including executives. But I always got the same answer, they will not pay us the promised commission. They had no problem displaying the adds still, so I removed their code and used an other advertising company which did pay us the commissions they promised.

  • Maybe they couldn’t find one for him, and thus asked.

  • My access to Google Plus was blocked because someone reported a post of mine as spam. At least I think that’s what happened. No one would ever say, and could never find out for sure. And since I may post 1 or 2 a month to the account, I could hardly figure out what was “spam”. Trying to get the account reinstated was difficult. Finally found a forum somewhere on google’s site, posted my issue. No official response to my post, but the account mysteriously started working shortly thereafter.

    To me, Google support is non-existent. It’s like shouting in the wind and hoping the sound caries to the right person way off in the distance.

    Now I try not to use G+.

  • John Baker

    @MarkKelling:disqus I’m with you. If I was paying for one of the Google products, I’d expect customer service. If I was paying a lot of money, I’d expect Google to provide excellent customer service.

    But… Its free. I paid absolutely nothing for it. Why would I expect Google to not only pay to develop the product and maintain the servers it runs on but also pay for a customer service staff.

    Sorry… I hold free services and events to a MUCH lower standard than something I pay for

  • Bill

    “I keep getting denied the RIGHT to set up an account with Google Plus” Seriously ?? It is a right to have a social media account now?


    Google, Facebook, Yahoo, etc., all make it difficult to reach them in case of a problem or question. Too many companies are following suit and making personal contact a thing of the past. I tried to make a complaint with a company in August and they told me they needed it done through a complaint form on their website and not via email. Nor was there someone to speak with in customer care. They had a “correct” procedure to follow and would not work outside of that procedure. I took to my business Twitter account and broadcast my complaint. Company took exactly 12 minutes to call me and deal with the problem. And promised to “re-think” their customer care procedures.

  • Joe_D_Messina

    I thought you were joking about the foosball, but judging from the down votes they must have extra time on their hands!

  • Joe_D_Messina

    Because having degrees in computers magically gives him an in with Google customer service? What a weird comment.

  • Joe_D_Messina

    Honestly, I don’t know why anyone would use G+ unless they were angry with Facebook…which certainly does happen. I know some G+ users argue that it’s more about sharing info than FB, but that seems to be really a matter of perception from what I have seen. They’re basically the same exact service.

  • TonyA_says

    Some of us still have careers that may not depend on social media (hype); though these might be relics in the future. All I see here is an attempt of a few to dominate how we communicate and maybe who we communicate with. It is so sad that people have to search where to find that next tasty meal and have to rely on misinformation or bogus advice. Used to be you had friends and family and their friends and family that told you. And they were usually right. As you can see this writer does not give a damn about facebook, twitter or google +.

  • DavidYoung2

    Google doesn’t need customer service because they have such a superior product. What are you going to do, not use them because you’re pissed off at them? Not realistic. For example, this website won’t display correctly on my older Windows XP IE browser. But it comes up just fine on Chrome.

    So long as Google has a clearly dominate position in the businesses in which it operates, customer service is not something about which they need to worry.

  • Googler

    As a long time Googler, I will tell you emphatically: Give it up. You will never get through unless you know someone. It’s how the system is designed.

  • polexia_rogue

    google is like the wizard of OZ, it is all seeing, all powerful but no one is really ever suposed to be able to contact it.

    I am impressed that you got goggle to resolve this issue for the OP

  • polexia_rogue

    this is actually the best explanation; google will help those who pay. who pays? not the customers- the ads pay.

  • BillCCC

    It he cannot figure out how to contact Google he will probably not be able to hack them.

  • BillCCC

    No but he should be able to figure this out on his own. What a weird reply!

  • Joe_D_Messina

    What do you think he failed to figure out? You’re talking like you didn’t read the article. In the comment above you say he failed to contact them, yet the article plainly states that not only did he contact them multiple times, he went as far as to send them a copy of his drivers license. How would you have resolved this?

  • emanon256

    Haha, good point :)

  • ninabasu

    You can purchase a paid google account – I have, and it’s worth it. It’s not great at customer service, but when you get someone, they do try and fix the issue, even tracking down other areas in the organization. Response time is slow, though.

  • Marco Martinez

    It seems BillCCC didn’t read the article… Good catch!

  • Travelnut

    Good thing I have a two-degrees connection to a Google employee (co-worker’s daughter). Sounds like that might come in mighty handy sometime.

  • jkielfoto

    Same thing with Google Analytics – I’ve never been able to get ANY question answered by a Google rep. :p

  • Judy Serie Nagy

    I don’t think I want to ever contact anyone at Google!

  • teddybeargraham

    i think the people who have nexus phone catch on fire would hope they would have some number to call. It’s impossible to be perfect 100 percent of the time for a company as large as google, they need to have some customer support.

  • Cybrsk8r

    You should not be calling David Books a customer. He’s not a customer, he’s a product.

  • rn74

    I see. Finding a way to contact someone at Google who can help has nothing to do with knowing computers. Trust me.

  • Charles

    Obvious question: Google Plus? Why bother?

  • Lauren Dolphin

    My surname is Dolphin. Not that Google+ believes it!

  • Joe

    Google has always been known for their behind-the-scenes customer service monkeys who present no face to the customer, but merely approve and reject requests with no explanation whatsoever. AdWords is their only business segment that that seems to pull in money for the company and therefore that’s the only one they staff with actual customer service agents. You’re on your own with everything else, which could perhaps be indicative of why so many of Google’s other businesses have fallen flat on their face.

  • purplekat99

    I can so relate as my last name is a generic word as well. Google was easy (odd, after this story), but Facebook still won’t accept the last name (which is why I didn’t join until 2011), so my sister and I just submitted edited versions and left it at that. I don’t care at all if people can find me or not, as Linkedin is the only one I care for people to see.

  • BMG4ME

    This is another proof of G-d – after all how else could someone with the name Books have a lifelong dream of becoming an author?

  • James Penrose

    Considering how many fraudsters of the Nigerian spam sort use Gmail drop boxes and how hard it it to get Google to take action, their arguments about this guy’s email name is beyond silly.

    And like more and more companies these days, they prefer you never contact them in any way whatsoever.

  • rybashka

    When the IBM PC came out in the 1980s, it was also impossible to get any customer support (or even contact telephone numbers) for any hardware or software problems. The marketplace spoke and eventually forced IBM out of the personal computer business.

    Arrogance has its price. This past week, Blackberry collapsed. Google and Facebook will also one day soon be replaced.

  • Sean Fruit

    My name is Sean Fruit, and my G+ account was suspended for the same reason as Mr Books. I was able to unlock it by abbreviating. They allow one of the names to be an initial. Typing Sean F. in the name field instantly unlocked my account. I then typed my full name in the Nicknames field so that people I know can recognize me.

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