If it doesn't work for you, go elsewhere. It's obviously a business decision they've made by weighing the loss of customers like you against the cost of carrying a huge hands-on support organization.
They are free to do business this way if they like and their customers are also free to pass it on by word of mouth. That's how the market works.
Also, you're being blithe. Google (as most businesses) tries to make it as easy as possible for customers to convert onto their products. They don't put "Oh, by the way, we are able to offer these great services partly because we don't offer support" on their call-to-action pages, and people don't typically expect that it's virtually impossible to obtain customer support, so that's not something they're likely to research up front. By the time they realize their data is tied up in Google, and Google doesn't provide reasonable support, it's too late. It's not like you need support all the time, but when you need it, you REALLY need it.
It would be much less frustrating if this were the case, actually. Empirically, $15,000 is not enough for them to routinely return email within a week. In many businesses, that would be "Yes sir, right away sir, can I get you a cup of tea while you wait sir" territory.
Plus, from what I've heard, it doesn't get any better for the next two orders of magnitude, either.
But that shouldn't matter. No one is trying to get Eric Schmidt on the phone. $150k, $15k or even $150 is plenty relative to returning a phone call, which is what it costs them & what your relative fry-ness should be measured against.
Except it's not free; they earn a profit by having you use their services or else they wouldn't do it. They push competitors out of the market, then either start charging or make money off filling the service with ads (have you taken a look at google search results lately? about 1/3 of it is now ads). It's the equivalent of selling a physical product at a loss until you run competitors out of business (or discourage them from ever entering the market in the first place).
What happens when there are no viable alternatives to "go elsewhere"? As others have said, network effects have already turned a lot of internet companies into monopolies. If I don't like using Adwords, do I really have an alternative at this point?
So you're saying that, as a paying customer for Google Apps for Domains (I'm assuming since you don't mention any of these details in your post), you couldn't get the same level of support on another Google product that you're not paying for? When you pay for support with Google Product 1, it doesn't entitle you to support for Google Product 2. It might be good business for Google to give you extra support on Google Product 2 to keep you as a happy, paying customer of Google Product 1, but don't suffer from any delusions that just because you pay Google money at all that you deserve support for everything that they offer you.
I'm not saying that this is a good way for Google to run their business, but I'm having a hard time seeing the huge issue that you're making this out to be. It really comes across as you getting upset at Google and hoping that you'll get everyone else pissed at Google too (or you're just trying to drive site-traffic).
I'm just saying I am unhappy with their customer support, being it for Google Apps Premier Edition or any of the free services.
Edit: you're not paying for feedburner as it's not part of their Enterprise support. So your critic of "not going google" is irrelevant.
Where do you talk about your support experiences with Google Apps Premier Edition? Your blog post only talks about your support woes with FeedBurner.
Are you extrapolating that you don't like Google's customer support for Google Apps Premier Edition just because you don't like their support for FeedBurner? Or do you really have a 'bad support story' in relation to Google Apps Premier Edition too?
My gripe is they always have Apps for Domains features after everything else. For example, I can't upgrade users beyond 25GB of storage even though this is available for normal google users now.
This mostly applies to features, not size limits, but it could be behind their thinking in general.