My understanding is Google’s support philosophy is the same as everything else: only do things that scale massively; as 1-to-1 support can’t scale, it isn’t included except for services where it’s required to be successful.

Google's Project Fi has good support - live chat, phone, email, and social media. Likewise with YouTube TV.

Of course you're paying $35+/month instead of the usual $0-10/month for most of their consumer products.

I'd say that "Don't Care, rely on random public people" scales rather well.

That's how all retail businesses are approaching as well- get rid of as many people as possible, and replace with fixed cost machines. It's a great advantage from the business side of things, but really sucks with regards to people.