Why would anyone expect customer support from Google?
They have made it clear time and time again that they don't provide it.
http://shkspr.mobi/blog/2013/02/googles-customer-contempt-co...
For example, this guy was a paying Google customer but couldn't get help http://www.sultansolutions.com/google-voice-lost-number/
These are paying customers who are paying a non-trivial amount of money for support (though not the "Premium" support in this case, which is an extra $500 per month for GAE).
In this case, Google's response is seemingly "It might (or might not) be a system-wide issue, but we don't care - we won't fix it".
There's no indication in this case that someone paying $500 a month for the premium support would get a better answer.