It is intentional, I'm just saying it's ridiculous. the Google way is to treat everything like a programming problem. That works decently well for bits, but really breaks down when working with humans.
Google is well known for terrible customer support. And if you think of it, it makes sense. After all, if you can server 100M users via an automated support systems and only 0.01% have issues a year, it's probably far, far cheaper to just drop those "problem" users, than hire thousands of customer support persons.
Note: just threw the above numbers out, but you get the gist.
EDIT:
Speaking of algorithms, I wonder if the OP was below some adsense fiscal threshold of 'it's worth it to intercede here with a level 4 manager' or some blather.