[toast0]

> And this was a paying customer.

This doesn't really matter to Google; they offer uniform service regardless of means. Maybe if you're a big advertiser it helps; but as a paid GSuite customer, I got no real help when I asked either --- yes, someone answered the phone, but they can't even put in a feature request; and when my employer was acquired and wanted to integrate the two GSuites, that's not possible either; my employer had a small number of accounts so sure, ignore them, but the acquirer is large enough that I would have expected support requests to result in at least a roadmap entry.

The only reliable way to get support from Google is to have an employee champion your issue.