You are right. Google is incompetent at customer service. At some point, enough incompetence crosses the line into "evil". Though, in this case, Google is safely in the incompetent category.
It's neither evil nor incompetent. It is simply a business model. Automate what you can and let the rest fail. If any individual case becomes a public embarrassment, resolve that particular case amicably without fixing the root cause.
The unfortunate thing is just that we as users of these services are not given the choice to pay up for reasonable customer support.
