Ironically enough, the last time I was "Courted" by google cloud to move some of our infra there (after it went public that we had raised a round), they were up front about how their "account management sucks" and that we'd have a better "customer experience" if we went through a reseller.

That...always sticks out to me, but, when dealing with the Google Education folks, there were some things that even resellers couldn't do, and I had to email people directly (via LinkedIn stalking) only to have my issue disappear a few days later with no reply.