Without any other information outside of reading this article, this contradicts basically every other google support story I've ever read on HN. Similar to what the few other comments are saying at the time of me writing this, it seems like this guy made a fuss somewhere that caught the attention of someone who didn't want the bad PR. Google will remain the contact-less customer non-service entity it always has. This guy might have gotten lucky to get a response, but don't expect it to become the norm.