[justinclift]

Along those lines, possibly the more constructive way to view it is:

  Google has the scale of, and is acting like, a utility.
  eg power, water, gas.

  But without a legal obligation to fix problems for their
  users, they don't even attempt to.

The "But it costs people $0!" is correct, if it's that's not thought through.

In it's position as a utility, some people have (perhaps unwisely) managed to lock themselves out of a (critical) personal account.

With the corresponding problems that then occur when any other utility stops working.

The suggestion to allow people to pay for support in some situations - eg like those locked out of a critical personal account - would be one approach to solve the problem.

Because at the moment, these people have no recourse. :(

Which when it happens with any other utility, becomes a legal problem. eg Customer contacts relevant Ombudsman / gov oversight body to get it rectified