I believe the "reputation" is simply the fact that you cannot call someone at Google for support unless you're an enterprise customer (GSUITE).

That's the new trend though for almost all companies. Customer telephone support is costly, difficult to manage, difficult to staff, and problematic customers consume an overwhelming amount of resources - orders of magnitude more than their value as a customer.

...on the enterprise side, I've had great experiences with their GSUITE support teams.

The online support forums are garbage though - I'll give you that.