If the service / product has limitations that need to be fixed (aka bugs), then support is powerless because it depends on the policies, the timeline, the priorities of the development team.
To give an example, also with G Suite, once upon a time when it was called Google Apps, I asked them to switch my primary domain to another domain — they couldn't because the feature wasn't implemented and they refused to manually change it, but they subscribed me to an early adopters program and several months later I got the feature available.
I am not sure I care about the hierarchy of the company I am working with. If I do have an issue that can not be resolved with a standard “look up in the issue database” method - I need to be switched to someone with the necessary skills to fix that for me.
That is mostly not the case with Google as it usually ends up in a situation where I am meeting a group of their lawyers instead.
They can't call them "customer deflection team" :)
AS for the parents, I also have absolutely horrible experiences with Microsoft support, in fact last time I contacted them with a problem they hung up when they couldn't solve it.
I don’t think it’s possible to label someone as support if they’re powerless.