Overall, I've only worked at a few 'big' companies (more than 20 people) and was continually frustrated when requests of mine were framed as 'coming from a tech' or 'you don't understand business', which these sorts of requests tended to fall under.
In a nutshell, someone else got to choose tech XYZ, but didn't have to work with it. The people charged with using it are not given any authority to actually contact the vendor to fix the problem (or, in some cases, buy proper training or even get reimbursed for books on the subject). And somehow this is "good business"?
Few other departments in a large company would put up with this BS. Imagine the following scenario:
"Hey legal department, you're not allowed to buy a subscription to LexisNexis - just dig around on a forum for 8 weeks piecing together a defense. Oh, and by the way, we already set up the subsidiary in Brazil - forgot to tell you earlier. Just learn Spanish - I found this website where you can download Rosetta Stone for free. Anyway, Spanish is pretty easy - my son's already taken two classes in high school and took at trip to Mexico!"
"Java/JavaScript" is the worst, but I'm sure we've all encountered others.
I remember working one place that had that in place, and we hit an REALLY odd SQL Server bug (or, atleast it appeared to be a bug to us). We had top level support in place, but only had X per year, and no one would authorize us to use it just yet - "keep working on it for a bit, see if you can figure out a solution", because they didn't want to "waste" one of the calls if it turned out to be our mistake.
MS is in a weirder position, because offering direct support would cut out a lot of the consultants and ecosystem which they've trained/certified. You're expected to engage those people for support (although... they didn't write the software, so how they'd 'fix' something if it went wrong...?) Google has no such ecosystem to point to.
Yes, who would choose a bank for your critical banking needs (or a vehicle company for fleet management, etc) where your primary or only means of support was random forum postings that were staffed by volunteer workers who had no authority to fix things?
I tend to think this state of affairs evolved out of earlier beliefs that computers were "hard" and had some sort of black magic mystique around them.