Google have two business models: User as a product: Create free services/products (search, Gmail, android, chrome etc) These are sometimes bad, but they use br

Google have two business models: User as a product: Create free services/products (search, Gmail, android, chrome etc) These are sometimes bad, but they use brand name and reach to become popular. Users of these services are a product that is sold to advertisers. Obviously, there is no need to provide human support for free product. Since users are dumb enough to become a product, there is even less need to care. Software as a Service. Create a bunch of products/services and sell these to companies (GCP, Adds, Google for business) These are sometimes built on top of free services/products. Companies that use these because these are way cheaper than alternatives. Google and MS would use market position to bundle these products into attractive lock-in. Obviously, there is no need to provide human support because there are too many clients and profit would suffer compared to the first business model. Google has so many clients that it would require multi-million people to provide support.