> A few lawsuits and some really bad publicity might make them change their tune.

I'm not sure about that. Google's crappy support is deeply, deeply embedded in their culture -- for all the benefits, it's one of the downsides of their PhD-heavy, engineering-first mentality, because engineers and academics loathe dealing with people, and to the extent that it's necessary for some system, regard that as a sign that system was improperly designed.

Google would need a major culture shift to start having good support, and unfortunately it's the exact kind of culture shift that would anger and alienate a lot of Googlers. Don't count on this changing anytime soon.