As a "client" of Google.com's for the past 2 years, I can see how their customer service is starting to become worse as the company begins to bloat. Looking back on my dealings with other tech companies, when the customer service goes, it is usually a sign that the company is becoming too difficult to manage.

Google last month issued us a check for US$3,323.90 as an AdSense payment and then the check was stopped, with earnings credited back to our account. It's not a tremendous amount of money, but in China it pays for a few staff. So in theory we did not lose the money, though if the money is given to us today, it is worth more than the same amount given to us next month. So I have spent the last couple of weeks trying to figure out why the check was stopped and not mailed to our offices in Asia. By the way, if anybody from Google reads this, my support ticket number is #141078034.

In the past, Google would respond within a day. Now it takes them up to 4 days to respond.

In the past, Google would respond to messages with the name of someone employed at Google (i.e. Edward, Carol, Hakeem, Mary). That bit of personalization is gone, with a looming title to take its place. Now messages are answered by "The Google AdSense Team".

In the past, Google would respond directly to my questions. Now they rarely address my specific question, opting it seems to copy/paste pre-packaged FAQ responses in their emails.

Google doesn't seem "evil", yet, but it doesn't seem "live" either. Standardization is expected when a company like Google grows, but I'm still not impressed by their current level of service.