It's also come up multiple times that this approach is not unique to Google's free services. Quite often their paying customers -- especially for the ad-related services, which are Google's bread and butter -- are also unable to get in touch with anything other than an algorithm. In other words, this is not Google just saying "well, free users don't get support", it's a symptom of a very broad systemic issue.
And while it may not be "evil" to provide no support for a free service, it does raise question marks for anyone who looks at a free service to get some idea of who they'd be interacting with on upgrading to paying.
I was specifically referring to gmail, and mostly to make the point that I honestly feel those that respond through unofficial channels (like HN) are doing Goog a disservice by skewing customer expectations. You of course have a very valid point for their paid services, though as they've obviously done very well for themselves despite limited support offerings, it isn't that big a deal.
As usual, if you don't like the service, vote with your dollars. If the service is so indispensable that you need them despite their failing you in some way (like not having support) then well, that's the discriminator. You can 'pay' for support by going elsewhere to a service that won't perform as well, which may cost you money.
Also, for what it's worth, I agree that they probably could provide support, and that Google in general is bad at it. It is easily their weakest area in my opinion. I only responded as sternly as I did to combat the 'evil' allegation, which seems to be bandied about any time Google does even the slightest of negative things.
And while it may not be "evil" to provide no support for a free service, it does raise question marks for anyone who looks at a free service to get some idea of who they'd be interacting with on upgrading to paying.