That's true of all companies and has been for years.

No it isn’t. If something goes wrong with the app I work on users can email, live chat, or call us and they actually talk to a human. That human, who is trained on our software, tries to help them solve the problem. If it turns out it’s a bug in the software, I or someone I work with will be notified and we will eventually try to fix the bug. If it’s bad we will drop what we’re working on and fix it immediately.

That’s pretty much how it works at most places, afaik.

Google chooses to be bad at this.

That doesn't excuse YouTube or Alphabet.

And there are plenty of companies with proper support who will let you enact changes without having to create a PR storm or know someone high up in the company. See: Every company who hasn't had a PR storm yet continues to operate just fine.

Seems to me that Google started this trend.

No. I remember uk TV shows in the 1980s which featured people going through the official channels to get a problem resolved and it magically only happened when the guy from the company concerned was invited onto the show to explain what was going on.