Ok, I've missed your point now – what are you actually trying to say? That Google being unprofessional and delivering on the whole sub-par services is OK because a lot (but not all) people already know this, and so really paying customers should just suck it up or go elsewhere, regardless of whether or not they even can in the first place?
If I've misrepresented what you're trying to say here please do correct me, because I clearly don't get it. If I haven't, I suppose we'll just have to agree to disagree – I think customers should shout from the rooftops till they're blue if they want to, even if it seems to lead nowhere.
But to avoid it, you generally do research ahead of time. And/or be willing to actually walk away from your 'investment' on their platform and start again somewhere else.
In the OP case, they didn't sign up with google in the first place. It's doubly shitty for them, because they didn't ask for this, and could not have known in advance that google would end up being the support provider. Similar to when I refinanced a house, and 6 month later, my 'servicer' sold my loan to someone else with much crappier service (charge me $3/month to take an electronic payment from me? I wouldn't have chosen this as a service option).
Yes, paying customers should go elsewhere. Complaining about it to google directly and indirectly for a decade has not noticeable improved their support for their cloud offerings.
Suck it up or go elsewhere. You can keep registering complaints with them, or organize digital protests, or whatever, but to get better service, you will likely have to go somewhere else.
"I think customers should shout from the rooftops till they're blue if they want to, even if it seems to lead nowhere". Of course they can. They just need to realize it will not change the quality of support. Someone earlier (you?) said to 'vote with your wallet'. Shouting from the digital rooftops about how crappy service X is, but continuing to pay them, is a waste of time at best, and enabling at worst. Leaving for another service is voting with your wallet/budget, and it needs to happen.
Sure but voting with your wallet isn't, as mentioned previously, always an option for various reasons. Shouting from the roof tops is little recourse, I agree, but if nothing else it can be cathartic. I don't think that should be discouraged.
"as mentioned previously, always an option for various reasons. "
In the very short term, agreed - it doesn't do much good. But shouting from the rooftops internally (at client, management, stakeholders, etc) may do more good in the medium term.
If I've misrepresented what you're trying to say here please do correct me, because I clearly don't get it. If I haven't, I suppose we'll just have to agree to disagree – I think customers should shout from the rooftops till they're blue if they want to, even if it seems to lead nowhere.