And you expect every one of Google's billion users to understand this distinction, and to be fully aware that services constantly marketed as Free actually need to be paid for?
No, thats also a mis-statement. Google gives away free, and google sells higher tiers. Google one is a higher tier. This is no different to any other provider of a service with a free tier. It's not marketed as "free" -It's marketed as the level above free.
Things above free have to be paid for, they aren't marketed as free.
A more reasonable, less argumentative response might be: "did you want them to offer helpdesk to free users" -which in fact, I did, until somebody pointed out the ARPU of a customer, and the cost of helpdesk (this is actually an anachronism, that was pointed out to me when I worked in a dial up ISP) -Whatever profit you extract from a low tier customer (of which free is the lowest tier) is very quickly eroded when you have to pay the staff who operate the helpdesk, and a customer calls in wanting helpdesk support.
