I agree, that's a pretty crappy response. In general I do find Google's "support" to be pretty bad. They pretty much put stuff out there in whatever condition it's in and the best you can do is hope it works. If it doesn't, you generally can't expect to talk to anyone, much less ever find out why, or IF it might be fixed, nevermind *when*. That being said, I wonder if there are some legal issues in terms of search and "fairness" that make them want to stick to vague responses.