Same here. I think most of these folks have never used paid Google Apps accounts, and extrapolate from their gmail.com experience. Google has follow-the-sun, toll-free support and those folks generally do know their stuff.

  > Problem?

We had 100+ paid accounts (even paid for postini archival service) at a previous job, and phone support was rather poor, if you managed to convince them to work on it. Most of the time when we called, they just told us to file a support ticket.

Maybe their support has improved quite a bit in the last 2.5 years, or maybe we just weren't a large enough customer. shrug

> Problem?

The problem is you aren't sticking with the narrative folks here are comfortable with. This particular Internet forum assumes Google has zero support, even though this is pointed out as false in literally every Google thread. This despite HN users genuinely believing they are smarter and have higher-minded debate than other forums.