> Pretending to be a bigger company than you are is not fraud, it's perception management.
That's some pretty fancy doublespeak right there.
No. I'm sorry, but this is flat out lying. You can rationalize it all you like, but if you are lying and inventing people that don't exist, it's fraud.
This isn't even lying by omission, but actively working to deceive.
Sure, the customer may be getting full value for their money, but then why is the lying necessary?
More likely because google responds timely and adequately to customers all the time but nobody tweets about it or writes a medium post that gets shared.