While I would never say I had the power to fix a lot of stuff at Google, I always felt like we behaved ethically towards our users - Don't Be Evil wasn't just a motto, it infused everything I and my colleagues did:
"Let's put this in here, that way the user can.."
-"No, that's evil, well, slightly evil. How about instead we.."
..and I never gave much thought to what went on outside my sphere of influence, since I considered that whatever it was, it was being looked after by competent, capable, ethical folk who also wanted nothing more than the best experience for their users.
Until tonight.
I have had an internet domain registered in my name for the past nine or ten years. After moving to Denver, and having no 'net-facing servers any longer, I decided to put my domain in the (so I thought) capable hands of Google Apps For Your Domain (GAFYD) - a service provided for free by Google that allows a domain administrator to manage users with their own email, web sites, calendars etc.
Apparently, however, not content with the ad revenue generated by such domains, Google decides that it wants a piece of the management pie too.
One of my accounts was disabled tonight for the laughably inaccurate and misleading complaint of "abuse". I, as domain owner/ administrator, have exactly zero power to address this situation in any way - the relevant link from the administration page directs me to an
external to Google support forum, of all things, which hardly seems like a professional, caring way to support your users - presumably the other forum members have little power to address such problems themselves. Indeed, the suggested fixes have failed to provide any sort of solution.
So I am now at the mercy of whoever it is at Google that watches the support forums, or who monitors the abuse@ and support@ addresses for my domain; hopefully, that person can restore the account, but I don't hold much hope at all. After all, there must be thousands if not tens of thousands or more such instances daily.
Presumably, the process by which my account was disabled was automated in large part, which means the algorithms being used are, well, suspect, but more importantly, the folk in charge of providing their users with the best possible experience have failed - forcing a reliance on external support forums to even register a complaint?
That's just evil.