I've not dealt with Google Ad support, but I can say from experience Facebook Ad's customer support is terrible.
Similar to Google, I'd speculate that the majority of customers pay such small amounts, that it's more cost effective for Google and Facebook to not support them, than it is to support them.
I would also speculate, that if you were instead, say Pepsi-Co, you would have white-glove service from both tech giants.
That's probably how they reason about it but I think it's a cultural thing too (pure tech Co's have a bias towards automation for everything, and a reluctance to staff operations at all). Amazon for instance has many low value customers, yet has much better support across the board.
> I would also speculate, that if you were instead, say Pepsi-Co, you would have white-glove service from both tech giants.
Oh absolutely, that's no secret. I know account managers that had a single big customer at one of these companies. It's part of the sales org basically.
True, but they have actual customers. As a user of Gmail, I can hardly be considered a customer.
Google ads has customers though. Their support probably isn't great either, but does it need to be? Where else are you gonna go?