The problem is that Google makes enough money from ad business that they don't care that they may be losing out on more revenue/profits by having better support. This fundamental belief is one reason Google has a hard time making inroads in the enterprise market. In that market, support absolutely matters and the perception that Google doesn't care about it makes it easier to exclude Google altogether when considering a cloud platform or office productivity suite.
What prevents good support is scale. For example, Microsoft is very entrenched in the enterprise space, yet support is quite lacking (unless you are a very large customer, maybe).
