Even questions you raise on their Reddit sub go unnoticed.
They don't have bunch of people actively trying to solve their customers problem.
That said the only time my problems were actually listed to were from BigQuery team. Other than this, I don't think it's possible to get any explanation on a feature from any other product team at Google cloud.
If you're 5 people at a dentist office with GSuite, that may be a different story. That's always a problem when small entities buy direct -- that's why VARs exist to provide more handholding for smaller orgs.
I've managed some pretty significant vendor relationships -- if you think they are the worst from a support POV, you're young or exceptionally lucky!
We rarely have to do so, but whenever we did, they went out of their way to figure it out.
YMMV, I guess?
We got put on their best support plan for a few months for reasons. The difference was insane. I gave them permission/creds to log into the problem box, along with steps to repo things. In a few days they had reverse engineered what was going on in our code, without having our code, figured out where the bottleneck was in the kernel, and gave me detailed steps to build a tweaked kernel that wouldn't be a problem.
"Ok, you can pay us $X/mo for the service, but if something goes wrong, we won't help you unless you also pay an additional $Y/mo."
It's absolute garbage that this is where the industry is.
If you think support is always necessary, then just do the math yourself and add in the cost of support for every product, and use that price to determine if it is worth it or not.
Even their product teams are just... Depressing. There was a support ticket open for TEN YEARS for people asking for WebSockets support on Google App Engine.
I often wind up with DevOps responsibilities, and I'd never recommend building more on them, and I'd help in every conceivable way to minimize money given to Google, in addition to aiding the transition to more reliable providers.
And on a more personal note... My husband recently tried recovering his email. He no longer had the password, the phone number he had it registered with was no longer owned by him (a major security issue, btw), so he tried his recovery email. And even after clicking the link from his recovery email, he was denied access, and sent to the same help page that couldn't be more unhelpful if someone actively tried. And there was no apparent way to contact support from that screen.
I hear tell of Gmail users who could reach Google support, but... We don't put much stock in those stories round these parts.
Moral of the story? Never trust Google with your emails, or other important information. Always make backups if you must continue using them, and forward your email to an email provider you trust (ideally one that you pay for, own, and has a decent support department of any kind).