Isnt't that mostly valid for their free services, not the paid ones? (E.g. Google Apps for Business has 24/7 phone support.)
So maybe they'll gain customers that have had positive experiences with their paid services?
Plus, in my mind, I see Google with this huge AppEngine that's shared. Other services allow you a lot more flexibility to build your solution. Is this accurate? Not sure, but sometimes perception is reality in marketing.