I think it's shitty. But it's also avoidable. But to avoid it, you generally do research ahead of time. And/or be willing to actually walk away from your 'in

I think it's shitty. But it's also avoidable. But to avoid it, you generally do research ahead of time. And/or be willing to actually walk away from your 'investment' on their platform and start again somewhere else. In the OP case, they didn't sign up with google in the first place. It's doubly shitty for them, because they didn't ask for this, and could not have known in advance that google would end up being the support provider. Similar to when I refinanced a house, and 6 month later, my 'servicer' sold my loan to someone else with much crappier service (charge me $3/month to take an electronic payment from me? I wouldn't have chosen this as a service option). Yes, paying customers should go elsewhere. Complaining about it to google directly and indirectly for a decade has not noticeable improved their support for their cloud offerings. Suck it up or go elsewhere. You can keep registering complaints with them, or organize digital protests, or whatever, but to get better service, you will likely have to go somewhere else. "I think customers should shout from the rooftops till they're blue if they want to, even if it seems to lead nowhere". Of course they can. They just need to realize it will not change the quality of support. Someone earlier (you?) said to 'vote with your wallet'. Shouting from the digital rooftops about how crappy service X is, but continuing to pay them, is a waste of time at best, and enabling at worst. Leaving for another service is voting with your wallet/budget, and it needs to happen.