Well, that's why I qualified my response - there was no way to tell from your original submission. I've had a variety of problems with Google products over the years, and have in general found them to be responsive but not communicative. They could be more accessible (though I have always found an avenue to raise issues within a couple of minutes), but I'm also aware that full-service customer support is a labor-intensive experience. I'd rather they be mysterious and efficient than 'because it is my pleasure to assist you today, can you first verify that your computer is switched on?'