I think the problem is more that many people feel that Google doesn't care about their customers, for a variety of reasons that I'm sure you can imagine.

That's an image thing, and I'm sure you can come up with all kinds of historical facts on why that image is not right, or not right anymore, but that hardly helps fix the image.

I think that if Google really wanted to fix that image, they could do revolutionary stuff like promise long term support, or publish a phone number.

EDIT! westernmostcoy pointed out that actually they do, clearly, publish a phone number, which is pretty decent of them. I got the HN points anyway so it's too late now, but still, good to see! Maybe I should read a site before I criticize it.