I worked at an ad agency for a time. We were spending millions a year with Google on AdWords.
We onboarded a new client who had many different locations serving different brands. We set up these accounts, set up Google accounts for the locations to own/access the AdWords accounts, etc.
Out of about a dozen accounts, one got suspended.
There is no general Google Support for that. So I contacted AdWords support. They put in a ticket for me with the accounts team. They also told me it's unlikely I'd ever hear back about it and advised me that my best course of action was just to register a new account and hope that wasn't suspended too.
Three years later when I left that company, I was still getting occasional emails to remind me that my ticket was still open but there were no updates to provide.
Meanwhile, in AWS land...
With my personal AWS account (~$3k/yr spend) I've never had an issue getting in touch with support that can resolve any issue I raise. I accidentally bought a bunch of reservations under the wrong account and put a ticket in and they swapped them to the intended account right away. I raised a ticket about trying to use a new product and running into some issues that appeared to be on their end and a day later got an email from the lead engineer for the product.
At a company spending ~$250k/yr, not only could I access _the exact same support_, but we also had an account rep that would swing by the office once a month just to check in. We had his direct email and phone. He was actually empowered to do things. We had an AWS key leak and ran up over $100k in additional costs before we caught it and our payment didn't go through. Sent him an email and almost immediately got back to not worry about it--he'd put a note on the account that no action was to be taken without his approval. Shot off a ticket to support about the spend due to a security breach, and they asked us some basic questions to demonstrate that we knew how to prevent this happening again and then cancelled over $100k in charges. (Current company I'm at spends ~$360k/yr on GCP and we have no contact at Google.)
This isn't "conflating google's free product support with their B2B support". This is "google's culture does not leave room for providing proper product support".