Where do you mention that you used the PIN number to get a reply in your blog post? Where do you mention in your blog post if you are or aren't paying Google for support? You really need to be clear about what you're talking about here. You mention that you had trouble getting support for FeedBurner -- a free Google product -- yet you are complaining about a 150 hour response time from 'Google Enterprise Services?' Huh?

So you're saying that, as a paying customer for Google Apps for Domains (I'm assuming since you don't mention any of these details in your post), you couldn't get the same level of support on another Google product that you're not paying for? When you pay for support with Google Product 1, it doesn't entitle you to support for Google Product 2. It might be good business for Google to give you extra support on Google Product 2 to keep you as a happy, paying customer of Google Product 1, but don't suffer from any delusions that just because you pay Google money at all that you deserve support for everything that they offer you.

I'm not saying that this is a good way for Google to run their business, but I'm having a hard time seeing the huge issue that you're making this out to be. It really comes across as you getting upset at Google and hoping that you'll get everyone else pissed at Google too (or you're just trying to drive site-traffic).