As I said two years ago¹, Google is too large to have actual customers, per se, since any group of paying users is still too small for Google to need to pay attention to.
You must be living with different telcos and banks than the rest of us. They often frequent the lists of most hated companies, for example [1] has good representation from both industries.
I think you misunderstand me. I’m not saying Google couldn’t have acceptable support. I’m saying they don’t have to; there is simply no perceptible downside to them if they don’t.
What do you mean, “must”? They seem to be doing fine without it. Google will still have enterprise customers, no matter how bad their support is when it is really needed.
① https://news.ycombinator.com/item?id=9912754