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Google support did not get in touch with me. Missing support feedback. I want to know.

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Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/13/12 3:18 AM
I have one basic problem. Google support did not came back to me for the last 3 days. My main account has been disabled and I don´t know why.

and I did not find the SLA...so I am complaining first.

So I am looking for support. The following link shared by Brett Carver is giving a blank page: http://knol.google.com/k/the-c-man/how-to-recover-a-hacked-or-compromised/3p9k5zywla4ku/7

I have tried from Firefox and Safari on a Mac.

As a consequence I can not get access to the list of possible reasons of why my account has been locked or disabled.

Can this --also-- be fixed ?

I would like to retrieve my precious data stored at google services. But I am very curious about how do you qualify an account should be blocked before advising and informing the real account owner.

I have used the contact form (when you have your account locked) but I got no answers from google neither I think they do NOT receive it. I have suggestion: a copy should be sent to the email address used to submit the support query. A Service Request number should also be automatically created and attached to the support query copy sent to the customer-end-user.

Is google using ITIL ?

Thank you.

Jimmy
Re: Google support did not get in touch with me. Missing support feedback. I want to know. wdurham 5/13/12 5:40 AM
Google doesn't offer any direct one-to-one support for the free GMail service.  You have a comprehensive Help Centre, containing many different troubleshooters, and this Help Forum, where knowledgeable people will try to help you solve your problem.

So, is your account locked or disabled or what? What is the error message you get when you try to sign in? What Help article does it point you to? What options are you offered, and have you used them? 


Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/14/12 1:44 AM
Hi, thanks for answering. Now I feel there is someone on the line. Thanks a lot ;)

so I get this one:

"Sorry, your account has been disabled."

If you've been redirected to this page from the sign-in page, it means that access to your Google Account has been disabled.

In most cases, accounts are disabled if we believe you have violated either the Google Terms of Service , product-specific Terms of Service (available on the product page), or product-specific policies. Your account has not been deleted, your data is still intact, and it might be possible to regain access to your account.
Why Google disables accounts

Google wants to ensure that everyone has a chance to safely and securely connect and communicate. To help preserve this environment, Google reserves the right to:

    Suspend a Google Account from using a particular product or the entire Google Accounts system if there is a violation of the Google Terms of Service , product-specific Terms of Service (available on the product page), or product-specific policies.
    Terminate your account at any time, for any reason, with or without notice.

Next steps for disabled accounts

Please start by reviewing the relevant Terms of Service. Then, if you think your account should not have been disabled, please contact us.

----------->

And of course I have tried many times to use the contact form and explaining my problem. I don´t have other error messages so I don´t know what´s happening and I really don´t know why my account should be disabled.

Should I say I have never been in trouble with google and any of the tools I´ve been using under my account for a decade. So where is the mistake ??

it is also why I am reporting the link sent me to a blank page (I was looking for more details about any reasons why my account could be disabled).

What can I do now?  if Google does not want me anymore, can I retrieve my data? I am also willing to go for a paid non-free email services if required. This is seriously annoying me because I stored critical life data in this account.

any ideas ?

thank you
Re: Google support did not get in touch with me. Missing support feedback. I want to know. wdurham 5/14/12 1:49 AM
The link to the article referenced by bkc56 has moved, as the site where it was hosted has closed. 

This is the link you want. 

However, it may not be of great help to you, as the main text is about recovering your account - and a disabled account cannot be recovered in the same way.  

You are already going about it the correct way by using the "Contact Us" form,  and if you have submitted a clear and rational explanation of why your account should not be disabled, GMail will review the situation.  But it can take some days, and they will not respond to you unless they require further information.  This is explained at the top of the form you completed. 

When was the account actually disabled? 
Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/14/12 3:19 AM
I believe the account has been locked last Thursday 10 of May during the night. I tried to read my email from the official gmail iphone app. The things is that I work remotely so I usually access my gmail account from various IP addresses (VPN connections, Hotspot etc...). I´ve been doing that for a while without any problems. I´ve read an account can be disabled if too many concurrent access are done at the same moment from various places (and different IP addresses).

I don´t know and I don´t understand why my account has been blocked. Right now, all the photos I have uploaded and all my activities on G+ are offline. And my main blog about Social Media is now offline (and so on, addsense, youtube profile).

I am quite disappointed... I consider myself as an advanced user (in IT and webservices) so it´s funny I would consider to leave google and think differently about their services.

Right now, I really do need to retrieve some of the mails in my mailboxes...
Re: Google support did not get in touch with me. Missing support feedback. I want to know. wdurham 5/14/12 3:38 AM
OK - so with the intervention of the weekend, there's still time to go before your account is likely to be reviewed after your appeal. If your account is still disabled in a couple of days, post again, and I will see if I can get the account checked. 
Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/14/12 3:45 AM
Thanks a lot, I am happy I can get someone to discuss the issue with. Thank you very much. I wish you a nice a weekend.

Kind regards from Spain.

Jimmy

Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/15/12 7:58 AM
By the way, could it be that I am wrongly flagged ?

my youtube account page says:

"This account has been terminated due to repeated or severe violations of our Community Guidelines and/or claims of copyright infringement. "

but I have only few videos uploaded and created by myself and all the files are mine. I am not using any copyrighted music. I am not uploading any video from "others" and//or copyrighted materials.

so how youtube and google can allow such wrong statement to be published ?

This is impacting my "personal branding" to its best ;( and this is really, should I say, "really unfair" and not even proven.

I need a statement from Google asap.


Re: Google support did not get in touch with me. Missing support feedback. I want to know. wdurham 5/15/12 8:38 AM
Have you explained that in your appeal against the disablement? 

If not, then please submit another form and explain that. 

Is that statement visible publicly or only to you when you try to sign in? 

You are unlikely to get a statement from GMail as to why your account was disabled - they do not usually give that kind of information, because it would make it far to easy for people to get around their restrictions. 
Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/15/12 10:07 AM
this statement is visible publicly ! ;(

when I access to the directly youtube URL.

so this is so wrong and I don´t know where to start. All I know is that I have globally requested using the contact form to restore my account by stating I did nothing wrong with my online contents. I believe I have nothing bad with my online and public data.

Also I have been fairly less active with my youtube account this is impacting my whole productivity since I can´t access to my main email. I want to know what´s happening. It´s been a long time now.

I will submit another form. Btw none of the previous forms have been getting any attentions.

Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/16/12 7:11 AM
Still no news from the support team. I am afraid about the data retention.

How is the data retention policies?
Is there a way to request and obtain a copy of my data? (I know there are some laws about such)

I really do not know why my account has been flagged.

Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/16/12 5:41 PM
Hi,

what is the next step ? what support can I get ? I am lost.

This message has been hidden because it was flagged for abuse.
This message has been hidden because it was flagged for abuse.
This message has been hidden because it was flagged for abuse.
This message has been hidden because it was flagged for abuse.
Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/16/12 6:11 PM
hi,

what's going with the "contact form". It does not seem to work. Is there anybody reporting this indeed works and is a way to get in touch with support ?


PD: yes Sarah, I have checked various google forums and I can see the same. Free services are known to be a pain unfortunately. What's happening to me: I trusted them. I could have been one of their employees in the past but had better preferred to stay in Spain. I guess that it would not have had happened to me otherwise hahaha ;) well, I am not that happy, I am very disappointed about how they do own my data and how many days they will remain in their hard drives. I need a feedback. Asap. I have been supporting g+ and any other products released and now I can see how google is thanking me...

Re: Google support did not get in touch with me. Missing support feedback. I want to know. wdurham 5/16/12 11:37 PM
OK, Jimmy8 - it's now been almost a week since your account was disabled, so I will see if someone will check the status of your account for you.

But do not expect a reply to your "Contact us" form - it says clearly at the top that you will not receive a response unless Google require more information from you.  
Re: Google support did not get in touch with me. Missing support feedback. I want to know. Doree 5/17/12 1:12 AM
Jimmy8, I'm forwarding your case to the team. But please keep in mind, like wdurham pointed out, that we'll reach out to you only if we need more information from you, else  it implies they confirmed the ToS violation and I'm sorry but you won't get the account back. 

@Fire Sarah Price, you're free to share your inputs, opinions and feedback as long as you're not making any personal attacks (example: "wdurham - you've been asked to be quiet. Now, stay quiet and go back to your beer.") and not adding any helpful comments where forum members are trying to help each other out. I hope you understand and can co-operate, going forward. Thanks!
Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/17/12 1:28 AM
thanks you both. When and where can I share my account details ? I have used the contact form many times (in spanish and english languages) without any chance.

my social media blog and G+ account, my youtube and so on are offline for a full week now. I am losing hits and possible customers and it makes me feel quite sad about all the hard works I have just lost suddenly.

I know the consequences for myself and what it means to me (and this is fairly negative). So... Will google take in account such impact or I am just a number ?

Thanks a lot.. lets see. ;) There is always hope.

Re: Google support did not get in touch with me. Missing support feedback. I want to know. Doree 5/17/12 1:39 AM
Jimmy, we already have your details. We'll reach out to you if we need anything more. 
Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/22/12 4:30 AM
Hello Doree,

do we have any feedback. I am certain I have not violated the TOS so I would like to know what is happening. They had certainly reviewed my blogs and youtube. But what is about my mail data ?

If we are thinking about user education then I really need to know what I've done wrongly..This is unfair. 10 years of emails.

Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 5/25/12 3:12 AM
Hi,

what is the procedure to claim my data. I am ok if google does not want to enable my account and does not want to tell me why, then all I want is a copy of my data. There might be some laws to protect the consumers. We can claim our data to Facebook so there might be a way to claim my data to Google too ?

Thank you.

PS: I am still curious about what´s wrong. Since I am a Social Media consultor and Teacher all I can do will be to instruct my studends and customers to avoid the use of Google Services. It´s not really serious.
Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 6/3/12 3:17 PM
I am not really sure you had my details... I have never shared it here.
Re: Google support did not get in touch with me. Missing support feedback. I want to know. Jimmy8 6/18/12 8:34 AM
amazing ethics... this is what we call a real customer care support services. damn... ;(
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