Also playing devil's advocate here: Define "support".
I'm sure Google will tell you that they support their billions of users just fine, relatively speaking, and that the percentage of people who fall through the cracks is an acceptable margin (to them, obviously not to the users themselves).
To your point about "not providing the service", do you believe that the trade-off that would happen if Google, for example, stopped offering free tier Youtube uploads, would be worth it for providing better support to paying users?
Would the incredibly massive reduction in uploaded content be worth it?
Or do we have to live with these kinds of gaps in order to get the rest?