To solve the perceived "quality" problem (and that perception is itself a problem), Google has, true to form, relied on a technical barrier (must have one and only one first name, one and only one last name). They have then all but automated catching the ones that get through the barrier, by soliciting users to report fakes. Whether they review those reports before notice to suspend is an excellent question, one that Violet Blue has probably asked. https://plus.google.com/105822688186016123722/posts/LWySptwh...
Google's monolithic lack of customer service is well known, and I believe it starts with good intentions, trying to automate the management of the problem as much as possible. The problem comes from believing too much in their algorithms and automated solutions. They're all very smart, but their solutions are not as smart as they think. Or, maybe they're even smarter than I think, and they've gone the Pinto route and calculated that a certain amount of customer "disasters" is relatively tolerable.
Google's monolithic lack of customer service is well known, and I believe it starts with good intentions, trying to automate the management of the problem as much as possible. The problem comes from believing too much in their algorithms and automated solutions. They're all very smart, but their solutions are not as smart as they think. Or, maybe they're even smarter than I think, and they've gone the Pinto route and calculated that a certain amount of customer "disasters" is relatively tolerable.