Exactly this. And I hope Google doesn't shift to making a customer service infrastructure take much more of their time than it already does.
I mean, think about a 'problem' explanation like this post: "My e-mail is running slower than it used to, and other people with a similar usage profile aren't having the same problem." It's hard to get much more vague than that without trying. I really don't want someone to have to clarify that problem statement then spend hours trying to reproduce the problem.
The one time I had a clearly defined problem that I could reproduce (this was with a Google Mini), a post in the forums got me an answer within 4 hours. For everything else, peer support has always been sufficient (or, if not, a clear statement of what reproduces the problem usually gets a Google response).
My experience (google docs API problem), was that I could provide sample code that looked like it ought to work, but actually triggered an internal server error from google, was on a paid support contract, and it wasn't resolved for about 9 months, with months often passing between google responses to my email on the subject.
