[zucker42]

The actual answer to your question is probably that it's better for Google if it's difficult to reach a human without sufficient effort, since it lowers their support costs. Providing a escape hatch in their support process might mean that too many people use it.

Also, the person in this case is neither a Google user nor a customer, so there's a particularly small incentive to provide easy support.

Maybe a lot of it comes down to Google's tendency to rely on AI, but the fact that so many companies have crappy support to me indicates that it's a harder problem than one might think.