Customer support is a cost sinkToo bad. If you have a business (and Google is a business) that goes business with the public (which Google does), you should offer some form of customer services. It's what we human beings call "the right thing to do."
Yes, customer service costs money. It costs money for the dry cleaners, the restaurants, the banks, the car washes, the design firms, and every single other company on the planet. It's a basic part of the financials of running a business, and is called "cost of doing business."
Imagine if Google's vendors stopped offering Google customer service. Janitor didn't show up today? Well, clean your own office toilet today, technie. Surely, there's a YouTube tutorial for that.
Just because Google's a "tech" company, people on HN pretend like it's OK to not provide customer service. Bullshit. It has billions and billions and billions of dollars that it can throw at the customer service problem, but it doesn't for one simple reason: Greed.
How about the restaurant down the street maximizes its shareholder profits by not honoring your reservation? How about the dry cleaner optimizes its workflow by only being open three minutes a day? How about your kid's school right-sizes its workforce responsibilities by kicking your kid out on the street when you got stuck in traffic and couldn't pick him up at the exact moment the school bell rang?
If Google is so wonderful, full of so many smart people, then how come it can't solve its customer service problem? Ignoring the problem isn't a solution. You can do better™.