Figuring out whether a vendor will care about their customers in a given situation has a very simple, very universal "worst-case rule": if you're paying the vendor, and your "account" (in the financial sense) is typewise-indistinguishable from other accounts, of customers who pay the vendor ridiculously-huge amounts of money, then there will be a good support process for you.

Why? Because big-spender enterprise customers demand that vendors implement hand-holding red-carpet VIP support for them; and most of that work is, surprisingly enough, a capital cost, not an operational expense; and so you can free-ride on it as long as it's been set up.

On the other hand, if there is any way to typewise-differentiate you from the big-spender customers, then you'd better believe that they'll have support channels you don't have.

I don’t buy this claim that Microsoft has good support for all their products. If my Windows machine is running slow will Microsoft support help me? Why do my family members keep asking me for help with their computers if Microsoft support is so great?

To me, the idea of getting good support on any consumer software is laughable, and has no bearing on Google.