Or you complain and embarrass them by adding your voice to the chorus of bad customer service stories extent, and they gradually develop a negative image that t

Or you complain and embarrass them by adding your voice to the chorus of bad customer service stories extent, and they gradually develop a negative image that tarnishes their "do no evil" mantra a bit and weakens their credibility for when a larger PR blunder occurs. They are free to do business this way if they like and their customers are also free to pass it on by word of mouth. That's how the market works. Also, you're being blithe. Google (as most businesses) tries to make it as easy as possible for customers to convert onto their products. They don't put "Oh, by the way, we are able to offer these great services partly because we don't offer support" on their call-to-action pages, and people don't typically expect that it's virtually impossible to obtain customer support, so that's not something they're likely to research up front. By the time they realize their data is tied up in Google, and Google doesn't provide reasonable support, it's too late. It's not like you need support all the time, but when you need it, you REALLY need it.