Google questions a lot of what it does. It's made up of lots of engineers and other that are on this site and care deeply about the fields we are in. We are always questioning decisions made and try to use data as best as we can to back up those decision.

As for customer support, it depends on the product you are talking about. Your free gmail account or $5 purchases through the play store: don't expect a lot of support here (but there is some). If you are using Google Cloud, Apps, AdWords, or other products where you pay, you can expected to get amazing support (this will change with your spend level). For example: on the cloud side, you can pay for support contracts that gets you lots of 1-on-1 time with Google support staff to help you use the services[0]. Or with the new Pixel, there is on-phone support[1].

[0] https://cloud.google.com/support/

[1] https://madeby.google.com/phone/support/

I am aware of these support channels, but there are a lot of stories of paying customers getting stonewalled. Not to mention cases where non-paying customers or content producers get simply kicked out without recourse - though sometimes Google (and others) are right to act in a certain way

I used to have project fi, their customer support was quick and helpful, even for complicated things like when the porting out of my number got stuck (not their fault, it was the other carrier)

Listen, you have been hired by the greatest software company on the planet, you survived ridiculous recruitment process with multiple pointless whiteboard interviews, CLEARLY you are special. How dare those unworthy peons slander the name of your company? they arent qualified, you are. "customer support"? You are not being paid >200K to sit 8 hours in a chat telling people to turn it off and on again.