Once you, and your company have been shown up as lacking in any duty of care to a valued customer you then state “in this case I wish we had done more to contact Nick proactively. There are people at Google who are thinking about how to improve this type of situation in the future”.

What about all the other people you have failed to engage with or respond to who DON'T have the media clout of Doug and Werwer?

Does anyone else see Matt Cutts posts and responses as manipulative?

The only way you can get satisfaction with a “corporate” is to complain, write two or three letters, send a couple of faxes, and make a few phone calls – and all the time logging in everything you do and say – and always be polite.

Then write this up in a letter to a newspaper, radio or television station – you see the necessity of going through the long route? It makes for a better story and the newspaper/station is much more likely to take ut up, especially if you have kept a diary.

When you contact the newspaper/station, use a little humour in your letter. This can indicate you are a reasonable person and will make good copy.

Ampers