Is this really surprising though? You don't have a typical relationship with Google like you do with Apple. Their main profit center is advertising revenue so their interests aren't exactly aligned with a customer trying to purchase a smartphone or a Gmail user trying to get support for the service. I remember signing up for AdSense and I would get tons of emails from Google about calling to speak with a rep to setup an ad campaign, and it seems perfectly rational that that is where their support would be.
I buy an iPhone instead of an Android device because I don't want to be the product or an ancillary thought in Google's strategic objective of ensuring their services aren't locked out of other platforms. From Apple I get their focus as a customer and as result the user experience (both pre-sale and post-sale) has to be excellent, because that is their entire business.