If one company becomes massively profitable despite offering literally zero consumer level support, then why would any other company, that covets the same scalability, make any attempt at consumer level support at all?

Google has not scaled it's services, it has ignored hard problems of scaling in favour of solving (relatively) easy technical problems. It has not been punished in any meaningful way for this unbalanced approach, and so "the norm" shall it become.

To the detriment of us all.