Last year I wrote a letter to all the member of the Board of Directors and the Director of Marketing and had a phone call within a few minutes that my problem would be fixed. I challenged each of them to test their customer service themselves to see how ineffective it is.
This morning I waste two and a half hours on the Live Chat site and still no success. The name of the previous Engineer that eventually fixed my problem was Richard Bone. When I emailed him this year during the unsuccessful upgrade he did not answer me, unlike last year it sent me a direct link to the correct upgrade.
This is the worst company. I hope Google gets their free phone service up and running soon.