They can afford it, they just don't value it. If your org thinks this way, then Customer Support will not be a place where your best people end up (this goes for all levels in the organization). Consequently, if the CS department does not have the respect or mandate from top-management, the other departments will ignore issues that CS brings up and it will be even less empowered. And Google already has tech abandonment issues that make support super difficult. Google support employees: I feel for you.

Compare this with Amazon that publicly claims placing customer service above all else. At least if you work in CS there, you have the feeling that you are always a fundamental part of the company.