It's not patronage if you don't pay. Google would rather not have you as a user if it costs them any amount of time to support you. The relationship here is adversarial on both sides and pretending otherwise doesn't help anyone.

if firefox users keep flooding their support line with problems then that means firefox users are costing them money. eventually it will be cheaper to build software that actually works.

For those that don't know, Virustotal saves all samples and provides them to researchers.

Google chooses to provide those services for "free" which means thez actually do benefit from the users.