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>probably aren't able to contact the customer yourself

AKA don't have the courage to do it.

That's a bit disingenuous. It's also quite easy to take cheap potshots behind the anonymity of pseudonyms.

The customer has unfortunately left zero details with which to contact them - my details are on HN, anybody is free to PM me, and I'm happy to see what I can do internally.

Zero details? Surely you have his email? How else is the Google support person he's talking to able to reply to him?

I think he means "on that list", not in actual comms with google.

The person I'm replying to said he works on the Google Drive team, so I presume he also is able to get the actual comms between Google and the customer.

Not necessarily, at least easily. Customer comms often contain PII, so they're not just widely available to anyone interested due to privacy concerns. Unless you're on a ticket related to that specific customer's issue, it's very hard to get that info (and it should be.) Even then, PII like the email address may be obfuscated in the ticket.

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