I've been a Google customer paying thousands per month and support was nothing more than lipservice. None of the support agents could do anything and I had to wait for an "account specialist" to reply every 24-48 hours with non-answers and requests for documents that I'd already sent 3-4 times again and again.

Support and customer experience is an afterthought for Google. They probably don't set out to be cruel, but they're very cavalier about incidental casual cruelty.