I think that's because Google teams are failing to engage properly with the community volunteers. When I was at Cloudflare I engaged directly with the external community moderators on Discord and made sure they felt comfortable DM'ing me or mentioning me if they wanted to escalate a thread to my attention (this is separate from them having formal community manager contact points which I'm sure Google does). Google engineers just don't care & there's no incentive structure at Google to improve things + Google management probably views this as "these people aren't paying us enough & engineering time is expensive". My counter here is that I viewed the entire class of non enterprise customers (free tier or tiny customers not paying for support) as a whole class that's 1 enterprise customer in aggregate. Yes it costs some money, but in practice not that much & there's non-monetary value you can extract doing that that offsets that cost.

That being said, I understand what the Google Drive team is going through here & as long as they are aware, the support threads aren't going to be useful until they root cause the issue & hopefully fix what happened.