We must not use the same Google.
Lack of available support is one of the most cited reasons for not buying Google hardware, especially their own Chromebooks.
As a bit of an outlier, Google Fiber's customer service has been stellar for me though.
I suspect it has to do with the kind of things I order, and where I'm located, but Amazon deliveries have always arrived within two days for me (sometimes one day). Exceptions being when I order stuff that is not eligible for prime, but I know that at the time of ordering. Their customer service has also been excellent in my experience.
That said, I haven't had a terrible experience with Google yet, but I've barely used their support. I'll find out soon, because my Google-purchased phone started the infamous bootloop the other day.