Google admits system failure but claims "technical impossibility" to fix it
Google's system cancelled my active 12-month Gemini Advanced trial without warning when I redeemed a separate YouTube Premium promotion. The interesting part is the response: System failure confirmed by Google staff:
Grace: System "should have warned" about consequences Justine: "Warning system didn't work as it should have in your case" Multiple reps acknowledged this was system failure, not policy compliance
Customer service remediation response: Van: "We don't have a way to provide temporary access to Gemini Advanced or Pro features" This creates an absurd situation where Google can acknowledge their system failed a customer, but claims technical impossibility to remediate their own acknowledged failure. They routinely issue promotional codes and trial access, so the technical capability clearly exists. It seems like a fundamental breakdown in customer service methodology - staff can admit fault but have no protocol for remediation when systems fail customers. Has anyone else encountered this pattern where companies acknowledge system failures but claim inability to fix them?
> Has anyone else encountered this pattern where companies acknowledge system failures but claim inability to fix them?
Yes, many times with companies where I entered an arbitration contract through their TOS during signup.