Only if you don't pay for it. if you pay for it, its average to normal.
(I pay for 1 and I get what I pay for. People respond when I ask for help)
I'd gladly pay ~$100 or so not to be treated like a criminal by Google Ads support, but when I'm already (or was) paying ~$2000/month I'd expect someone to at least hear me out when I suggest their algo might be fucked up. Alas, they won't let me pay for support in the first place.