(Tedious disclaimer: my opinions only, not representing anybody else or my employer. I work at Google, not on YouTube)
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.
It's important to separate "I think the support was bad", which would be very interesting to a lot of people who work here, from "I didn't pay for the product so I didn't receive it". Did you pay for support?
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.
It's important to separate "I think the support was bad", which would be very interesting to a lot of people who work here, from "I didn't pay for the product so I didn't receive it". Did you pay for support?