This is a battle we slowly lost. It started with all of support being the original team, then went to 3-4 fulltime staff plus some contracts, to entirely contractors (as far as I’m aware).
This was a big sticking point for me. I told them I did not believe we should outsource support, but they did not believe we should have support for developer products at all, so I lost to that “compromise.” After that I volunteered myself to do the training of the support teams, which involved traveling to Manila, Japan and Mexico regularly. This did help but like support as whole, it was a losing battle and quality has declined over time.
Your experience is definitely expected and perhaps even by design. Sadly this is true across Google, if you want help you’d best know a Googler.
That explains a lot.
They simply don't know humans. Their repeated failures at building social networks is good enough evidence. They always try to have the human out of the loop, which, to be fair, worked for them in the early days, as their search engine was better than those that relied on human-made directories. But now it is becoming ridiculous. It is a company of bots, for bots. And when they need humans for some reason, they take away most of the value they can add with rigid frameworks, basically treating them like bots. They pay hundreds of thousands not for people who are competent and trustworthy to provide the best service, but instead, to people who write bots to provide mediocre service.
I believe that at some point, a startup who understand humans will eat them up, bit by bit, by feeding on dissatisfied customers who don't want to deal with stupid bots.
Deregulation is an op designed to prevent the people from toppling dragons.
This begs the question, isn't this a security vulnerability after all?