Many consumer complain that they can't find a phone number for Classmates.com or get any kind of real answer to their questions. (The BBB, by the way, lists their number as 425-917-5000.) A place like Google can get away with that sort of thing -- we may not like it, but we're also using its services for free, so we deal with it. Once a company has your credit card number and starts billing you, though, it's time for them to cut the hide-and-seek "Web help forum" game and make it clear how customers can get in touch by phone.
Ultimately, this lawsuit has the potential to pave new ground for consumer protection in the world of e-commerce. There are too many services taking advantage of people online, and a harsh ruling could be just what the Web ordered.