I have read similar stories all over the community in general. The support simply doesn't exist or takes 2 weeks for a simple, useless response, generally.

Given your vested interest in Ads and Google in specific, I am sure you know this already.

What percentage of serious inquiries are responded to outside the SLA? What percentage of those fail to resolve the user's problem?

Without that kind of information, reading stories after having a bad experience will turn your brain into a petri dish for confirmation bias.

Ignoring the red herring, and the assumption I read these stories after a bad experience, let me address, yet, as a consumer, all that matters is the vocal user experience.

If there are 100 bad stories out there, that's enough of a failure of a company irrelevant of its size. And I have personally conducted the support experiment multiple time over the years to have the first-hand experience.

Either way, since you clearly have a vested interest in Ad companies from your HN comment history, I shall engage no more.