(Tedious disclaimer: my opinions only, not representing anybody else or my employer. I work at Google, not on YouTube)<p>There is a big difference between paying for one of the support offerings, versus being a free user. The status of free users is approximately: free access to the product but no support. If you want customer service then you need to open your wallet.<p>It&#x27;s important to separate &quot;I think the support was bad&quot;, which would be very interesting to a lot of people who work here, from &quot;I didn&#x27;t pay for the product so I didn&#x27;t receive it&quot;. Did you pay for support?