It is a shame yes, and I certainly don't want to invalidate your wife's experience, I'm sure it was a really crap experience and difficult for her business.

I do see a lot of people extrapolating from what is essentially individual customer support up to company customer support. It's not far off extrapolating from a bad experience as an Amazon customer to AWS being a bad option – a comparison I don't often see being made.

I've seen terrible support from AWS on reasonably sized contracts, and I've seen good support from GCP on small contracts. While it's true that on average Amazon's consumer level support is better than Google's, and it may be true that AWS's support is often better than GCP's, these are not hard rules and I think the reality is that GCP is much better than many AWS users give it credit for.

Plus we're only talking about support here! I find GCP a far better product than AWS, but that's a bigger discussion.