For the user in the original article that is true. For lots of Android developers, not so much. We have to pay a fee to become an Android developer, and consequently we would expect at least a basic level of support. I've written 1/2 dozen times to them over both technical issues and financial issues regarding sales. To date - I have never received a single response. Of course some of these questions/concerns are only 1.5 years outstanding so I apparently only have 1.5 more years to wait. ;)

Google is learning that Customer Service/Support doesn't scale as easily as their other services.