Andrew, Firebase is great, you did a great job and looks like you are continuing to do so by engaging directly like now. Having said that, it's time you, your team or even the entire google start looking seriously at automating your support workflow. How on earth can such a popular product ignore support requests, whether it's via email or any other medium?, especially for paying users. You should have a CRM/CSM tool that should automatically assign tickets based on the email received and if not resolved within a time period should escalate directly to senior person(s) until it's acted upon.
I can only guess from my limited experience talking to people at Google and reading about their systems, but I would guess the problem is over-automation of customer support.
I also wonder who shifts through the tickets themselves. Is it the engineer straight out of Stanford with 150k combined compensation and no serious training in customer satisfaction? The curious developer who built the product and wanted to see what people thought of his/her baby? A lower paid employee in a country with a lower cost of living? Some combination of the three? I feel like the culture at Google might preclude it from ever having good customer support except for the highest paying customers.
