Earlier quoted context omitted.
Similar story with Adwords - if you want support with that, you ain't gonna get it. It's a maze of FAQs and automated email responses with useless information. If you manage to figure out the incantation to email an actual person, they're some kind of 1st-level support whose purpose in life is to piss you off so much with useless pre-canned responses that you finally give up. Truely, incredible that they get away wit…
Google is OK with it because they do it to small spenders. They have human account managers and a very visible phone number if you spend enough. Not saying I agree with it, but it makes sense.
On the other side, Google semes very happy to spam me around once a once with offers of human help to restructure ads and so on. I took them up on this offer once, and it was a total waste of an hour - they were obviously going by script, and suggested changes that would increase my spend for no benefit. They also couldn't help at all with the one thing I actually wanted help with (increasing quality scores for obviously relevant content).
So they do have humans for the little people... but only to encourage you to spend more :/