For as many articles that there are about how great, smart, [fill in another positive adjective] Google is, I'm surprised that no news source has pointed out the ridiculous behavior of Google.
Who else would you work with (i.e., display advertising for) without having the ability to speak to someone by telephone when a difficult situation has occurred? None of our customers would tolerate this -- why do we continue to allow Google to get away with it?
I'm not saying this author is right or deserving of the revenue (I don't have all the details or facts), but what is clear is that he has:
1. Earned Google a good bit of revenue
2. Appears earnest
3. Deserves to interact with a real human in a real way (not by automated emails without the ability to reply)
Why aren't more people appalled by Google's actions and the way they treat their partners?!