Of course, it is not feasible to provide it to all users, but in case of Google even if you spend in the range of XX thousands - Y million $ per year with them, you have a very hard time speaking with a human being, even if SHTF.
From my basic business understanding, it wouldn't cost them that much to provide better support considering their $75 billion profit in 2021 [1]
[1] https://abc.xyz/investor/static/pdf/2021Q4_alphabet_earnings...
Maybe it should be made illegal to provide paid services without adequate customer support, just pushing the costs back onto the customer, which is what Google is doing, is pure fraud.
That's not my experience. Unless your whole account is suspended you can usually get through to a human on ad disapprovals.
Many accounts I've been on in the XX thousands - Y million $ per year range also get dedicated contacts (glorified sales people) that can sometimes help with disapprovals.
Amazon of old understood from the beginning that the only enterprise flywheel that scales is tying customer experience directly to internal costs (e.g. generous returns for screw ups, providing realtime feedback and pain on supply chain issues).
2. Humans are yucky.
3. I really think they don't want more customers. Seems like their plan was to scrape the bottom of the barrel and catch whoever ended up there, and for an assortment of reasons, they ended up getting a massive amount of customers. If people want some fancy white glove service, plenty of other options are available, they have no need to compete in that space.
I'm sure they have calculated on it, and found it's not worth it unless you bring in some serious dough in advertising for them.
Is there a reason they don't do this? Could it be abused by spammers?