They do have human support. I've called it when my phone unexpectedly bricked itself and after jumping through a few support hoops, they sent me a new one. It was not a bad experience.

I've had a few problems with my family plan and my parents. All resolved pretty quickly via chat. I'd much rather have a bit of lag/latency of chat than listening to that awful hold music with periodic "We appreciate you patience" that always triggers me to think the wait if over.

The chat folks seem much better than most, none of the crap where they don't understand and just waste your time. They had to the power to change my account, fix problems, and gasp actually got back to me.

Interestingly their human support has been good, considering how annoying and not helpful human support is with other Google services.