Google doesn't have the ability to speak with a customer at ALL. If there is a problem, basically the only recourse you have is to flail about on HN, Reddit or Twitter and hope that you are noticed by a random Google employee who feels sympathy for your plight and decides to try and help you.

The ONLY official channel they have where you can talk to someone that I am aware of, is sales and restricted to sales only.

This was probably a conscious decision they made, derp-derp if we eliminate everything we build value for the shareholder, except for the fact they didn't think it through all the way in the sense that they have competitors. Microsoft is also bad, but you can actually eventually get to an MS employee if there is a problem and MS does have official employees on Reddit to keep an eye on things, etc. So, if I was a business, I'd look to Microsoft first, NOT GOOGLE, because Google can't be trusted because they are just an automated chatbot with absolutely zero support.

I do use Google services, but I'd be frightened to rely on them for anything serious.