Sure, documentation & automation works for the majority of cases. The problem is with the other cases where you hit a wall and have no way to talk to a customer service rep to get your issue resolved.
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So I'm clear: we hit walls using the normal process. It was abnormal from my prior experience too. Then it was escalated and a CSR called me. Then the issue was resolved.
I disagree specifically with the "no way to talk to" part.
Point taken! I'm basing my point on a single negative personal experience from long ago (as a paying customer) as well as seeing similar posts over the years on HN. It's certainly possible that Google has improved their CS for many products since then. That being said: if you can show the OP a way to get his issue addressed by Google support, please do :)
To your point though, until some automated system escalated your case, there was no way to talk to. Assuming another user doesn't trigger this escalation, then they are stuck. I'm glad your experience was better, don't get me wrong.
Yea, thats true. The owner reached me cause I'm good a pressing buttons on websites. And I had to press a bunch before we got to the human. The process for non-technical humans is not easy (those would also be the most expensive calls)