I do have paid premium and a good amount of users, and support also was frustating when it came to a certain fairly technical problem to do with DKIM/DomainKeys signed emails being silently discarded. It went on and on in circles and even when escalated to "engineering" they failed to understand the problem. Finally I ended up implementing a horrible hack to receive the email.

Mind you, we have a fairly esoteric mail forwarding setup, but still one that their support documents describe as possible.

Haing said that I've been happy with how Gmail has been compared to a traditional UNIX-based setup in administration and would not want any other email interface.