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> Google just doesn't seem to be able to focus on products that requires service and customer support

That's literally any product that people pay for (instead of viewing ads).

Customer support isn't and never has been in their DNA. It's often rage-inducing how hard it is to contact a human at Google.

They seem to think they can engineer products that don't need humans behind them.

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That's the meme, but my experience with the business support for G Suite does match it at all: I can easily call the phone support, get a competent human quickly, and they are very helpful.

I think I read recently that they outsourced g suite support

Ironically, they let you know every time they can that you can contact your personal adwords sales person by phone.

The reason for this is obvious, but it's a good point. It's like someone whose personality becomes awful right after you marry them.

I'm actually going to take this back to my company as a principle: "Treat locked-in/subscribing customers as well as our salespeople treat prospects."

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