I think in due course they will deal with it, but the profit centres in Google do not seem to put humans into decision making roles on customer alerted problems if the customer is a free user. If you pay for Google 1 (eg more storage) you paid for a responsive human and might have a better experience. If you are a paying customer and your paying customer identity alerted them, and they have been unresponsive that's more concerning.
So: do you pay Google for services?
That form is general availability. It's not locked to customers only.
I think in due course they will deal with it, but the profit centres in Google do not seem to put humans into decision making roles on customer alerted problems if the customer is a free user. If you pay for Google 1 (eg more storage) you paid for a responsive human and might have a better experience. If you are a paying customer and your paying customer identity alerted them, and they have been unresponsive that's more concerning.
So: do you pay Google for services?
That form is general availability. It's not locked to customers only.