This is starting to change. The support lines for our more recent hardware offerings are pretty good (we had cause to use them for Frances' Pixel having issues).
Historically, I'd say "optimism". The hope has been that we can learn at scale what problems people have and their solutions, automating answers along the way. Even if it didn't pan out 100%, I still like the dream; talking to another human in a support capacity (and thereby imposing myself and my needs on them) is pretty much my least favourite thing.