I would pay Google but they don't care about me as a customer (productforums.google.com)

I think they have too many users to focus on any type of real support. I remember having an issue with Google+ (friend changed my name as a prank) and it took easily 2 hours to figure out that i needed to delete my account and recreate it in order for it to be fixed (or wait 30 days).

I don't think that was Google responding, and I don't think he should have given them the information he did.