It's a trade off - many of their products are free or low cost, in exchange they are keeping their costs down by not offering phone support. Although I've foun

It's a trade off - many of their products are free or low cost, in exchange they are keeping their costs down by not offering phone support. Although I've found this irritating at times too, I overall think it's a great choice (and business decision) for Google. They are essentially saying "we build products for smart people who don't need a lot of hand holding - if you need to talk to someone on the phone this might not be the product for you - we will still get feedback from customers and look out for big problems using forums and other technology solutions, but we try not to do call centers".