I totally see your point: this could be prone to abuse. But it's still light years better than the alternative of not offering any support at all to desperate people.
There are people whose companies and lives get totally destroyed when Google randomly bans them from one of their services and then there is literally no way to get in touch with anybody at Google unless you somehow manage to get media attention.
We're all smart and realistic here: we understand that Google can't offer free tech support for the entire world and deal with every crazy person out there. That's why charging a nominal fee is suggested. Should it be $1, $5, $25 or more? I don't know. But there has to be some way to reach out to a reasonable and smart human being at Google for critical issues.
