Bad publicity isn't very convenient, and a human-powered customer support centre wouldn't be immensely expensive for them. Seems like an odd strategy to not care at all.
But when it comes to large enterprise customers, they are the ones who matter, they bring in the real money and they are the ones who will get dedicated support teams. That's what they pay for. The normies and smaller businesses who don't. They're not going to push the needle of public image for Google.
Good point, I didn't think of that. Then perhaps it's on smaller businesses to choose smaller competitors to Google; and this bad publicity might convince such smaller users that Google is a Very Bad Idea in terms of hosting your critical stuff.
