Google has a brilliant customer service, it's just that many people do not understand the meaning of the term "customer". If you use their free services, you are not a customer; if you do pay for it, then you get proper support and everything. It seems pretty fair to me.
My experience with several of my clients who are paying Google "Customers" proves to me, at least, that Google doesn't consider those who pay for their services "Customers" either. The Customers are Google's advertisers. Granted, my experience only goes up to around 300 seats of "paid for" service, but locating a support resource that didn't shunt me to a FAQ or send me back an automated email telling me that my ticket was closed was difficult.
