I'm not entirely convinced that people who have a bad experience with Windows support would then assume Azure support was poor, similarly with Amazon and AWS... Why should Google [Product Area X] and Google Cloud be any different?
Windows and Amazon are consumer facing products. Azure, AWS, Play Store publishing and Google Cloud are all developer facing products.
(And no, I do not equate consumer Windows support with enterprise Windows support either, and as it turns out they are not the same level.)
> I think it's doing the Cloud Support people a disservice to call them "disingenuous"
The problem is that to us from the outside, they do look the same.
In fact, that email in the article, and the subsequent events, are in exactly the same style as the "ban hammer" Play Store publishers get. You really can't blame us (Google's actual paying customers) from equating one with the other.