Generally, if it can't be implemented by an algorithm, Google's not going to do it, ever.
e.g. "24/7 Support" meant I was free to sent them an e-mail anytime, day or night. Or I could call the 800 line and leave a message ("Calls are usually returned within two business days!").
When I did get through this way, I had to run a gauntlet to convince the asshole (and he was an asshole) that I'd exhausted every imaginable self service option before having the audacity to call for help directly - even though this was the exact service I was paying for.
Seriously, you'd think I'd called 911 to report that I was running out of milk and eggs. In reality, my accounts had vanished completely. Business accounts, I might add. Not that it mattered to Google.
Like an earlier commenter noted - if you use Google for anything that matters, you'll probably be okay. After all, the odds are in your favor. But if you do get screwed, you get screwed completely, suddenly, and without warning. And that's true of customers and users alike.
a PAYING customer of gmail lost his account.
but still, he is having problem with his account used for gmail, which he pays.
why does he have to pay yet another product to have support for the one he is having problem with?
do you have to buy a 2liter coke to be able to complain that they delivered the wrong toppings in your pizza? makes no sense.
So pay for it? I'm not saying that it's right for Google to do this, but they do offer that option. With a Google Apps subscription, you get support.