Of course not everybody should be able to contact Google 1:1, but at least all the people that were subject to an action that required human intervention from Google.
Example: I get my adsense account or site banner in a non automatic way since there is some problem with the content: so not into an automated way, but because somebody looked at my site.
I should, in that case, have a chance to communicate with Google. This is inherently scalable as everything started with a 1:1 action.
You do, though. I recently had my AdWords account suspended and got to talk to a human at Google to handle the issue (through normal channels). For Chrome OS, we have an actual call center with real people sitting in it.
That's very good, this way it is balanced as actually nobody with a minimal business idea can expect google to reply 1:1 to normal users that happen to don't find what they want in the search engine or like.
Example: I get my adsense account or site banner in a non automatic way since there is some problem with the content: so not into an automated way, but because somebody looked at my site.
I should, in that case, have a chance to communicate with Google. This is inherently scalable as everything started with a 1:1 action.