I think organizations have a very hard time staying motivated once the product’s concern has moved away from any one team. While you test the product for them there’s likely people whose jobs depended on you and 7999 others doing so. But eventually a product will be considered shipped and all the various talent now pays attention to what’s next.
It's not the same league, not even the same sport.
PS: Not defending Google here, their support for some products is abysmal
However (and I loathe this logic) if you can get the marketplace to accept that minimal level, and the brand harm is inconsequential, why not pocket the savings
That's the thing though. Google have destroyed their brand through these kinds of actions, over many years.
With this comment in mind, I just now called that same number with an instant pickup telling me they no longer take support calls at that number.
Yes, because they were using you to figure out where it needed improvements for every day wear and tear. It wasn't charitable, it was R&D expense.