This is very true. It's hard to get anyone via e-mail, on the phone or in their forums when you have questions about their product services or when a problem arises. This is especially concerning when money is involved such as AdSense, AdWords or Google Checkout. They are also big enough that they don't really have to care if they lose you as a customer, especially if you're a small fry just starting out.
The problem can be seen across all Google services. They just don't make it easy to contact them when there is a problem. My favorite example is an Orkut application that I developed that I no longer wanted to support. Could I delete the app? No. Could I contact Orkut to take the app down? No. Did I keep receiving e-mails from Orkut that the app was broken? Yes. Eventually their automated system realized something was wrong and took the app down. I would have gladly fixed it had there been a way to do so.
It's the only call I've ever made to customer service that actually asked me to leave a message and they'd call me back. Yes, really. Oh, and they didn't.
