Even if the stories are an exaggeration (which I doubt), the complete lack of any sort of human support is problematic. I get why a company of google's scale relies on heuristics to identify issues, but it's /really really important/ that when those things go wrong -- as they certainly will -- there's some sort of recourse.

The black box google currently presents makes me uninterested in trusting them, since to do so would present a lot of risk (losing my email) with very little reward (a sort-of-better facebook clone).