Once upon a time at Google: The year was 2013, and I'd been selected to be among the first 8,000 people to get Google Glass. I had to go to Google HQ in NYC from my home in Virginia to get it and be instructed 1:1 on how to use it. I was given a toll-free phone number to call for support by a Glass expert, available 24/7/365.

Not only did they answer immediately whenever I had even the smallest problem or question: I twice broke my Glass, and each time I'd call the support number to ask for a replacement.

Google's policy was that no matter how you broke it or how many times it happened, they'd replace it free. They'd immediately send a box to return the broken device (prepaid) and a couple days later a brand new Glass would arrive.

Like I said, once upon a time....

The thing here is the 8.000 Glass early adopters vs the hundred-millions (billions maybe?) of Google workspace users.

It's not the same league, not even the same sport.

PS: Not defending Google here, their support for some products is abysmal