Stuntdubl does a nice job of summing up some of the all too common frustration with Google.
To offer some of my own experience, I think that Yahoo! has made tremendous strides in customer service over the last few months and would actually put them a bit ahead of Google right now, most specifically in the PPC arena (although neither one is where they could/should be).
Just to highlight a couple of the points in the post; I think it’s worth remembering that Yahoo! has been public for a while now. They’ve gone through some of the growing pains already and are maturing nicely. However, Google seems to have have made a pretty dramatic shift in customer service since going public. It could be in the walls of Google-dom they think it’s still business as usual, but the perception is that with the IPO came some new ivory towers. It’s that perception they must be aware of and willing to fix.