I don't know why you find it baffling. I've tried to use GSuite customer support (as a paid-for customer) and found it terrible. Why would I roll the dice and GCP a try given I might have had concerns about support for other products in the past?
You go to a restaurant, try a dish and it gives you food poisoning. Do you have to go back and try every single item on the menu? The other ones might be great, but realistically you probably go to a different restaurant after that.
This is not what I'm talking about. A data point that GSuite has poor customer support is actually useful! GSuite and GCP are bundled together on Google's financial reports, and probably overlap a lot in customer support expectations since they both handle paying customers. So someone sharing their perspective that GSuite has poor customer support is contributing to the discussion. It's infinitely more valuable that then 9000th iteration of "Remember how Google killed Google Reader?"
You go to a restaurant, try a dish and it gives you food poisoning. Do you have to go back and try every single item on the menu? The other ones might be great, but realistically you probably go to a different restaurant after that.