Agreed. I'm sorry, but the "these are free services, you shouldn't have any expectation of support" excuse seems to be trotted out far too often by Google to whitewash the utter lack of a support org in critical parts of their empire.
The issue, regardless of the financial model of the services, is that (a) these are now critical services for some people & (b) there is utterly no support path in the event something goes wrong.
Charge $100 or $200 or $2500 per suppprt case, refunding part of the difference if it turns out to be a Google system problem, and people would still be much happier.
The issue is that there's currently no amount of money you can throw at Google to fix things, and no one besides Google has access to implement a fix. And every system has glitches and corner cases when you're running at the scale Google is.
The issue, regardless of the financial model of the services, is that (a) these are now critical services for some people & (b) there is utterly no support path in the event something goes wrong.
Charge $100 or $200 or $2500 per suppprt case, refunding part of the difference if it turns out to be a Google system problem, and people would still be much happier.
The issue is that there's currently no amount of money you can throw at Google to fix things, and no one besides Google has access to implement a fix. And every system has glitches and corner cases when you're running at the scale Google is.