We use Google Apps for Business (the paid one), and the support we have had with that has been great. We even got Google to phone us and talk us through an issue we were having!
I'm probably the least fan of Microsoft in the world, but I have to agree with you on that. More generally, cloud products are extremely convenient on the surface, but beneath the water there is an iceberg of trouble.
Especially when you don't have your own backups of the data, as usual with these kind of services. Outages, unexplained data loss, services being shut down, users being locked out for unrelated reasons (oh you didn't put your real name in G+?), unexpected changes to the interface and software, the list goes on.
The vendor lock-in is even worse than when using closed-source software with DRM. At least you can keep running those (if necessary in an emulator) when discontinued, or reverse engineer them...
You left out the bit where Google invested massively in one of the few credible alternatives to Office, and forced Microsoft to reengineer their products to enable online collaboration. So, it's a step or two backwards on support and a leap forward on functionality and access (You can get fully functional Google Docs for free, just not on your own domain, Office 365 seems to be £80/year).
You can also get free Microsoft Office apps in SkyDive, which are actually better than Google Docs (and don't screw up your documents). These apps don't need an Office 365 sub.
Despite the name, Office 365 isn't really about Office -- you already have it -- it's selling web-based SharePoint and other services.
Try and listen to yourself. You sound really excited because you paid for their service, and even got to talk to an employee at the office when you had a problem. Think about if other companies would treat you like this, then good support would not be the word to use...
I have talked to support, and yes they tend to be quite crappy. I only know two companies doing it right. They're usually the underdogs on the market, providing the same service as their bigger competitors only much better and with better support. Xs4all is an ISP in the Netherlands, not one of the biggest but definitely one of the best. Spotify advertised so much that they worked Grooveshark out of the market, but Grooveshark's support is sublime and they're also cheaper than Spotify.
Most companies have "almost acceptable" support. You can talk to someone, they talk back, and most of the time (not always) they can solve your problem within 40 minutes of waiting on the phone and forwarding you to 6 others.
Then there are companies like Google and Microsoft. They deliver products, not support. Having trouble with Windows? Try talking to whoever delivered your pc. Not those who made the product and know everything about it, instead you talk to the person who sold you the system. That's like asking a 17-year-old working in a supermarket about why the doctor prescribed a product of theirs. Smart move by the doctor though, he makes way more money when you come in than when he explains his prescription to you on the phone.
In most companies you can access better support by paying more. The frustrating thing about Google is that they do not offer this option for most of their products.
In most companies, even the "better" support is utterly useless. And I'm saying that about cases where we were paying seven figure fees annually for that support.
