Google's changed a lot in the past 15 years. Every Google One account comes with customer service now. Nobody's saying it's perfect but the old "there's literally no way to contact Google or have them do anything" just isn't true anymore, and hasn't been for a while.
It sucks you had some bad experiences, but your snark towards me is uncalled for. Google service reps can escalate to address what you call "lateral" issues.
But none of this matters, because in this particular case the user hasn't even tried contacting Google. Maybe because if they did, there would be nothing to tweet about.
Did you have positive experience with google support yourself or do you work at google? Never heard of any positive customer support experience with google.
As I said in another comment, just normal customer service experiences. Nothing amazing but nothing terrible either.
You've probably never heard of a positive experience with them because people rarely write on a forum about a normal boring customer service interaction. People only talk about it when it goes terribly wrong.
It sucks you had some bad experiences, but your snark towards me is uncalled for. Google service reps can escalate to address what you call "lateral" issues.
But none of this matters, because in this particular case the user hasn't even tried contacting Google. Maybe because if they did, there would be nothing to tweet about.