A pretty bad story - not that I'm surprised though. Google have never been good at customer service (obviously with the web so large and most of Google being free, you can't expect much, but what is 'offered' is usually sub-par, even for paid products).

On the plus side, this is #1 on Hacker News meaning Matt Cutts should reply any second and internally flag this up inside Google.

One of the comments on the Google+ entry also stuck out:

"The same happened to me. It also means my daughter can't log into her Chromebook!"

If that's true that's pretty awful. It does bring up a good point though - if Google close your account (rightly or wrongly), it does make owning a Chromebook somewhat useless.