Another "bad Google support on chromebooks" anecdote:

I bought a Chromebook (forget which one) direct from Google. It was DOA, wouldn't even turn on. So I went through the whole return process and a few weeks later I got a replacement (which had some issues of it's own, but that's another story).

After using it for a few days I realized I wasn't happy with it so I decided to return it. No problem, I thought, they have a 30 day return policy.

Except the 30 days started counting from the day my original broken one was shipped. Even though I wasn't in possession of a working device for the vast majority of that time.

I did manage to get someone on the phone but he was inflexible on the written policy and steadfastly refused to escalate the call. After arguing for about an hour I finally gave up.