The problem is, if Google had to provide real support, would they be able to offer stuff for free¹? Because if not, the alternative is shutting down these services, which is bad for those of us who bother to backup their emails and have their own domains.

Personally, I feel this is a simple matter of personal responsibility. It's free, so you can't expect support. If you're not okay with that, pay someone and ask them for guarantees.

¹ Yes, I know there are other costs, but I don't think their value to Google covers anything similar to real support.