It's not just Google. In my experience support never lives up to the quality and responsiveness that the clients expect. The main reason being that to managemen

It's not just Google. In my experience support never lives up to the quality and responsiveness that the clients expect. The main reason being that to management support is a cost center and consequently off-shored to third party orgs. The OP's people making the purchasing decision were naive to believe they were going to get what they paid for.