I managed to get in touch with a Google engineer once for help with some Adwords API stuff (our company is a large adwords agency).
...They accidentally CC'd in a public mailing list into our discussion and leaked enough information that someone would be able to use the automated support system to change the company AdWords password. There was basically no way of contacting anyone further, the engineer couldn't contact anyone that could help us. We ended up making a new adwords account.
I did run into that engineer in-person at a Google event and grabbed a coffee with them. I think they're still at Google. No hard feelings but yeah getting any real support at Google is impossible and obviously not prioritized by the organization.
...They accidentally CC'd in a public mailing list into our discussion and leaked enough information that someone would be able to use the automated support system to change the company AdWords password. There was basically no way of contacting anyone further, the engineer couldn't contact anyone that could help us. We ended up making a new adwords account.