Google and Ice: A service story:

Good reaction. Better to have avoided the problem in the first place, but still good to react at some point. The question I have is if they have improved the system to avoid the problems the customer experienced. And have they put in place measures which might indicate a problem (say a significant decline in customer spending) so they could intervene more quickly in the future. The last couple of paragraphs are not a great sign - but it is no surprise, Google (and any other organization) would have plenty to improve.

Quoting a Google manager on several similar customers with similar complaints (basically the return on investment on spending with Google declined over time until it was not worth buying from Google):

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