Thanks for responding to the issues and admitting the support has got worse since your association with Google. That's a big admission to make (are you sure Google doesn't punish people for revealing such things?). You might also want to tell 'other teams' in Google what's the perceived image of their support outside. What Google Support means for me for most of their services is - some 'internet forum' on which a few unpaid workers are trying to help others who are equally clueless, in return of some internet brownie points.