[ggm]

No, thats also a mis-statement. Google gives away free, and google sells higher tiers. Google one is a higher tier. This is no different to any other provider of a service with a free tier. It's not marketed as "free" -It's marketed as the level above free.

Things above free have to be paid for, they aren't marketed as free.

A more reasonable, less argumentative response might be: "did you want them to offer helpdesk to free users" -which in fact, I did, until somebody pointed out the ARPU of a customer, and the cost of helpdesk (this is actually an anachronism, that was pointed out to me when I worked in a dial up ISP) -Whatever profit you extract from a low tier customer (of which free is the lowest tier) is very quickly eroded when you have to pay the staff who operate the helpdesk, and a customer calls in wanting helpdesk support.