I'm actually surprised they ended up getting a successful outcome, given the hostile tone they took with the support person. Being hostile is usually a great way to get a "sorry, can't help you" response.
That doesn't sound like a terribly hostile tone. Yes, there was a little bit of hostility, but nowhere near the level that would lead a support person to give up on helping you.
Remember, people in support are used to a somewhat hostile tone. People get in touch when something is wrong, and so it's fairly common for people to be frustrated. If they just responded with "sorry, can't help you" to every support query with a slightly hostile tone, they wouldn't be providing much support.
And yes, it is also good to try and assume good faith and not vent your frustration at a support person who had nothing to do with whatever issue it is that you're frustrated about. But it's a fact of life in support that you'll have to deal with some unhappy people, so you need to be able to deal with it.
I’m surprised anyone even takes Google seriously with the rules they try to enforce – for example the "specific uninstall instructions", even if it follows the OS standard procedure. (Tbh, I’d have just put a link to the Microsoft Knowledge Base and the Apple Support site there).
Or the fact that you have to show the EULA before the download – which is also not really helpful in any way.
These rules don’t really help either side (as people producing malicious ads can still do so, but people doing honest ads have to comply with rules that don’t help at all), but add more stress for both sides.
Yeah, it's missing the "Hi", "Thanks"... Mistakes are made, support people are usually not the one responsible. I've a business that > $1M with Google too and I aim to be kind even if they screw up and even if it's a lot of money.
That's said Google is going down hill for a while now.
