[Eisenstein]

The provide support for users that pay them, and for advertisers. Their business model is to sell things, and it is working pretty well. They can certainly 'afford' it, but they don't want to, and your complaint as a 'free' tier user means little to them.

What is needed is legislation or some practiced standard regarding real-person online-id so that losing access to your email account doesn't nuke your ability to operate online in a way that requires you to verify your identity even pseudonymously.

[nirvdrum]

I've managed a Google Workplace account (~30 paid users) for over a decade and have never had support respond in less than a week. And each time I got a canned response. I just don't even bother anymore, which is likely what they want. I don't think this is a free vs paid thing. It's just the way Google operates.

[ipython]

That's weird, I have a Google Workspace account with less than 10 paid users and had several in-depth conversations with support personnel on SMTP and DNS setup issues. It was outsourced to an overseas call center, but they did respond to my queries.

That said, I have issues with spam being delivered to my organization's group aliases and I can't report the spam because it flags it against my group alias not the original sender (!) I can't turn spam filtering on the group alias because it flagged legitimate emails from our customers. So I'm kind of stuck between a rock and a hard place, with no one at Google to talk to about it.

[remus]

It depends how much money you spend with them. If you shell out for expensive support in GCP you get guaranteed response times, dedicated account reps and so on.

[brewdad]

I'm paying $10 a year for my email and the one time I had an issue I got a response within 8 hours and a follow-up after everything was resolved. It shouldn't require Fortune 500 levels of spending to get basic service.