[wewyor]

I'm not sure that they followed the support instructions, the email excerpt said to reply if that wasn't the right solution but it just says they sent another support email.

It probably would have been better to call, I mean you are paying for 24/7 phone and email support.

I haven't had any problems with getting support through Google Apps for Business, I might be an exception though.

[e1ven]

Not that it matters much, but I called them several times, and replied to the original email. But I think you're focusing too much on the specifics.

The problem is that your mail is crucially important to you, but rather less important to Google. In such a scenario, it makes sense to change your plan to something under your control, even if it's painful.