Inside Google, their technology is awesome but I think they need to get very solid in customer support to compete. You can quickly get tech help on the phone from Microsoft and Amazon, and Google needs to match that. That said, I have never signed up for their premium support so I might not be totally fair in this criticism.
- Things like BigQuery require less support in general (managed aspect of it = economies of scale of support. Think gmail support req's versus exchange)
- Higher levels of support come with dedicated Google engineers, and they're not bad