As an aside, I had my personal account hacked last year. It was such a torturous process getting it back. They got into my gmail account, then took my fb account off that (I actually didn't realise the two were connected as I'd signed up to FB with my University of Otago email addy back when you had to have an academic address - turns out you could login with your "backup address"). Google's process for locking my account and getting it back to me was clinical, quick and mostly efficient: I had my account back in a day. Facebook took nearly two months of me trying everything to get them to respond. I got my friends to email them, I emailed them daily, I started a blog about my ordeal, I did everything then, finally, they got back to me, after nearly two months.

I think I was quite lucky to have both my gmail and FB go down at the same time as it showed me such a clear contrast of approaches. Google, though impersonal, still assume that you're telling the truth. Facebook just don't give a shit.