I can't think of any instances where I've needed Google or Facebook support. I pay Google money for premium services, so I'd hope they'd be better, but I've read plenty of evidence to contrary.

I was thinking more specifically of the Ubers, Lyfts, DoorDashes, Instacarts of the world. They are providing a consumer service, don't really control the end-to-end experience that well, and when things go wrong they are very difficult to work with on a reasonable resolution.