Your Own review: unethical behaviour 1

Hello,

Some minimal background information:
My 23 year old stepson is autistic. Most of his social interaction is either via texting or email.
His account name is [protected]@gmail.com
His brother suffered from severe stress (as does Adam) and took his own life four years ago. So life is challenging here in Ireland to say the least.

On 30.06.17 Adam dropped his phone and it broke. I went to the "3" centre in Dundrum where a new phone was purchased.
The problem was that Adam did not know his gmail password any more (hardly surprising for an autistic person who suffers from morbid anxiety as a clinical condition) and therefor could not re-activate his gmail account on the new device.

The shop had my ID verified and Adam was also just outside the shop with his own ID should it have been called for.

At 10:10 a 2 min 22 second call was made to the google helpline [protected] where the problem was described. I was put on hold, then the call failed.
At 10:13 a 5 min call was made. The person advised the technical department would call back on my number [protected] within the next 60 minutes. No callback came.
At 11:35 I phoned the help line again and had a 9 min 22 sec call to an unbelievable rude and unhelpful person with an Asian (Indian?) accent who, despite being told Adam's condition and the situation, made utter fun of the disabled young man's problem.
The phone call terminated after he blandly told me that google was not some coffee shop where people do whatever they want to re accounts. He also refused point blank to transfer the call to his supervisor and laughed at this suggestion.

It is unbelievable that a blue chip company such as google can employee such unprofessional and rude people for customer services.

Please investigate this matter. I am sure your calls are all recorded.

Also, there needs to be a solution found to reinstate access to Adam's account. If a sympathetic and polite person would talk to him, he would be able to give any amount of information to allow you to confirm he is the account owner. This could be emails sent, emails received and any possible attachments.

This young man needs some help here and currently google have verbally slapped his face and told him his account has been deactivated which means all data is lost.

He has gone out now looking very pale and shaking all over like a leaf. It is beyond belief.

Please submit an explaination to myself at johnr.[protected]@gmail.com as well as his mother suzanne.[protected]@gmail.com
You will find his mother's email address appearing many times on his account.

Regards

John Ritmeisters