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Let me guess: his previous "G Suite Horror Story" post blew up on twitter, which made him eligible for the Google Support Grand Prize Jackpot: the attention of a real human being empowered to fix the issue.

Second prize is a an email to an inbox no one ever reads.

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It blew up here: https://news.ycombinator.com/item?id=17689404

I have good experience with Google Support Staff using online Chat. Chat button is available on Gsuit Admin interface and on GCloud Console.

Google Support staff is well trained and usually quick to resolve the issue.

I also believe Google is experimenting with taking its customer support up a few levels, which for years was figure it out for yourself. With both Chromebooks and YouTube subscription, I've gotten very good support through chat including call backs. Isn't that what Google One, is supposed to be about?? , real customer support if you are a paying Google Drive, G-Suite, YouTube monthly payer, etc.

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