Exactly. Because they've usually only experienced support for Google's free services, people assume all Google support is minimal - but it isn't. We pay $150 a month for silver support, and in the extremely rare (several years apart) case we need help, we get it.
True, it costs $5 a month - nearly free. It comes down to the eternal truth that there is no such thing as a free lunch, and expecting a $100/hour support person to be at your beck and call for $5 a month isn't realistic.