We are developers and you are developers, and we're all trying to work towards making cool things :) I don't see that changing any time soon, everyone from in Cloud from Urs down gets it. We have to earn your trust, and we do that be providing the best product we can, interacting in communities directly, providing great support, and not creating vendor lock-in. I wouldn't work on this team if we didn't do those things, because I believe in them as being necessary parts much as you do.
 I can't speak to the rest of the company because I don't have experience with it, but I had very good support experience with Play too, so it's my hope that support in general at Google has turned a significant corner in recent years.
So, when my Google Apps is down, I don't want to geek out and talk to an engineer on the various technical issues. I want it back, up and running asap.
Speaking as a former Google Cloud customer (App Engine), while I had my gripes, the one you cite wasn't one of them. They already provide what you're looking for in my experience.
Who's "we"? You, an honest guy, I'm willing to trust. But not Larry nor whoever the next CEO will be.
Where the buck drops is where mine won't cuz the other guy is your boss.