This is a common sentiment, but I have to say that it's not in line with my experience as a Google Apps/G Suite business customer. If there is an issue, I simply call the phone number, get a competent support representative promptly, and if they can't resolve the issue on my first call, they will follow up and stay on the case. I haven't used GCP yet, so I don't know whether the support will be more like your experience or mine, but I'm confident that Google does have the ability to deliver good customer support.