Comment by mlyle
5 years ago
Nah-- I think you've got it all wrong. The problem isn't the false positive/false negative ratio chosen.
The problem is that there's false positives with substantial harm caused to others and with little path left open to them by Google to fix them / add exceptions-- in the name of minimizing overhead.
Google gets all of the benefit of the feature in their product, and the cost of the negatives is an externality borne by someone else that they shrug off and do nothing to mitigate.
One solution, perhaps, could be to have some kind of turnaround requirement---a "habeas corpus" for customer service.
By itself, it won't solve the problem... The immediate reaction could be to address the requirement by resolving issues rapidly to "issue closed: no change." But it could be a piece of a bigger solution.