With Dropbox is the same. Some time ago a weird bug occured on my Dropbox account and I reported it. Being paying customer (3 accounts) I expected my issue to be handled professionally, as with most of other services that I use. Unfortunately, I was disappointed. My issue was handled by someone ho had no clue what is the problem and how their service works and looks. During 20+ emails exchange I got mostly advices of reinstalling the applications, etc. They ignored my requests to pass the ticket to someone more knowledgeable. I had to complain on their Facebook page to get the task read by someone else and (finally) get passed to "analysis". But then, weeks passed without word from them. When I finally asked about the progress, I got answer meaning "your issue is not important enough for us, so nobody is working on it right now and don't expect it will change in the near future". Then some time more passed and they finally fixed the bug (it was something on their side, fix was listed in the mobile app changelog). I asked for an account credit for a time when the app wasn't working properly, which influenced my day-to-day work (which is normal with other services), but were repeatedly told to "fk off" in more or less polite way and then ignored completely.
So it seems that Dropbox is introducing the "best" Google customer service policies.
