Forwarded you the original email. Thank you so much!!

I don't intend to be personally rude here and appreciate that you're trying your best to do the right thing in this circumstance. I know there's some good Googlers out there.

But I'd have to say that it is absolutely shameful that desperate businesses have to try and hope to get noticed on social media to get a problem resolved. We all know that this is true. Not having responsive customer support is the way a scam operates, not a legitimate business.

Offer a paid customer support line if you must to reduce requests to a manageable number, but Google is absolutely killing off many innocent small businesses with the way they operate. Especially in these troubled economic times, it's absolutely horrific behavior.

Can you instead push for giving your *customers* the ability to actually contact you in case of a problem? It's shameful that the only way to contact one of the biggest megacorp is being noticed by an employee on Hacker News.

FWIW, in the case of a domain, this might be an ICANN breach (if OP's domain is a gTLD) or a registry breach (if it's a ccTLD). You HAVE TO be contactable and you HAVE TO reply. If you don't comply to the rules Google Domains might in theory lose its accreditation.

Thank you. I have submitted a report to the ICANN Complaints Office (https://www.icann.org/complaints-office).

For anyone interested: Turns out, this is the right place to create a ticket for ICANN Contractual Compliance Complaint https://icannportal.force.com/compliance/s/generic-registrar.

In this case, we do have a system for appeals, and it was included in the initial email. However, it seems like the system triggered on Friday/Saturday, where most of our support personnel were enjoying their weekend, which lead to longer response times.

Disc: I work for Google, but my opinions are my own.

Indeed! We have contacted them 15 times, and provided as much detail as possible for case resolution. Forty-two hours later, we have yet to receive a single reply! It's truly astonishing.

I guarantee the actual teams on these systems want there to be a support network. Google bosses do not. There's no way internal teams are going to overcome that decision.