Become an actual paying Google customer[0] and you'll get a real person. Of course, the issue here is slightly different. The author clearly did get to talk to many real people (being a Fi customer), but they got stuck on some other problem.
As the other commenter noted, Google does not have a customer-first or even customer-top-10 priority and it shows, again and again.
In my experience those meetings have the goal of explaining you how to use the product. If the issue really is that something doesn't work, it's not something sales people can do anything about.
That said after I started working at the place I work now I've actually experienced two Google engineers come out to us for a meeting to help us troubleshoot issues with Google Cloud.
Didn't help much but I was still really suprised so I feel I should mention it.
I also got some support on mail, IIRC once somewhat great, once clueless or downright actively trying to avoid helping.
And don't get your hopes too high, while we are small (<2000 employees) we are driving driving adoption of cloud for other companies.