Yup, +1. I had a few questions during an Exchange to Google Apps migration last week, and I [voice] called support - they took my call, called back, followed up by email and voice and allowed me to re-open the case as required with related questions; all with the same support representative. Top notch, happy to be paying.

And what about the people who are paying by providing their information to Google for free? I don't see much support for them.

So don't use Google. Then you can stop whining.

I had a dissimilar experience. I upgraded our account to the Apps for Business trial. Although it was neat, I didn't really need it - so when the trial ended, I decided to revert to my free account.

It turns out they don't let you do that. "Free trial" means 30 days free, then it's Apps for Business or no Apps at all.

I felt (and, to some extent, still feel) extorted by that. The customer service experience was extremely dissatisfying. So, will I eventually use Google Domains? Probably. I just won't depend on it without a failsafe - which is what I should have done since the beginning.

I am having that experience right now with Google Apps Mobile Device Management. I turned it on to do some testing, didn't realise that it 'autoenrolled' phones with existing accounts on that domain (There is a separate section for signing up phones that it looked like you had to go through). Now I've unticked every 'enable' box and tried to purge MDM from everywhere I can find it, but it still has the affected phones demanding to be signed up. I've lodged a support ticket, because there's a 'turn on' option, but doesn't seem to be a 'turn off'...

Similarly, if you have Apps for Business like we do, you don't get to see the history of your support cases - that's in the Google Enterprise Support Centre, which becomes available when your user count reaches 100. They did enable it when I asked for it, but it's just very odd that you can have a paid service like this, yet not see your case history unless you're 'big enough'. I don't understand why the case history triggers on '100 users' rather than 'is paying us money'.

Overall GApps is nice... but there are a lot of rough edges and corner cases.

There is no free apps account and they make that pretty clear I don't see how you have a complaint to stand on, just about any service with a free trial means paid after the trial period is up.

They had a free tier for several years and people who had it are grandfathered in. Apparently you don't retain the grandfathered status if you want to try out the paid features though.

That's not what "cold calling" means ...

Why so pedantic? It seems to me cold calling might as well mean any unprompted call...

But that's exactly it, the call isn't unprompted, it's to resolve an open incident. It's the opposite of a cold call.

But they did so when he least expected it!

Fine. Point is, they were proactive.