Customer Service, you say?

Given how hard it is contact a real person for help with issues on Google Apps (or pretty much any other service), this strikes me as funny. Is there such a thing as "Irony Chowder"?

"Customer service is the killer app of the Web," Google's Eric Schmidt, then with Sun Microsystems, said way back in 1998. Brands such as Google, Zappos, Amazon, eBay, and others win because they ask "How can I help you?" instead of "What can I sell you?"

From HBR via Observation Paper