This makes me want to make a startup which is a customer service arm for google. It runs a 2-sided marketplace to pay real google employees who can help with users who need their accounts unlocked/etc. It would have different categories for finding a relevant googler, and could even schedule them in shifts, with a chat room and shared note-taking space for the employees to collaborate. It would be a win win.

The next phase is when someone who believes in the startup gets to a exec position within google, and can hire and shield actual CSRs who only work through the startup. That business unit will find more success because of the better customer support, which will put pressure on other business units to do the same.

It would of course be much better if google just had the decency to provide human support.