Without going into specifics, and for what its worth, I've had some great experiences with their customer service and Its part of the reason I've stuck with them for so long. I doubt that'd be the case if I experience what this guy did though.

While dealing with a fairly technical sms issue, I was pleasantly surprised how far up the food chain I got when the first agents couldn't help me. The biggest speed bump is usually getting through the first round of questions that filter out the kruft and grandma-issues, but I understand the necessity

edit: I realized after I wrote this that most of my experiences were during the Project Fi phase, before it went full Google, so theres that...