I am no expert on google or it’s help systems, but for the most part I have learned how and where to find help when I need it. What you’ll find though, is that getting a direct answer from any person who actually works for or is approved by google is difficult, at best.
Any email to support generally results in a form-letter reply directing you to a help forum for the area you are asking about. Considering the shear number of emails that must head towards google help centers every minute of every day, that really isn’t all that surprising.
I doubt any one entity that large could respond with personal emails to that volume of mail. But the help centers can be very useful once you learn how to navigate them.
(please note: unfortunately due to people trying to link directly to the server to to allow this to be downloaded from their own sites, I've had to password protect the tutorial. The password to open the file is: getthisfromgracey)
Links to Help Forums
Google Help Centres – all one page for all your google services
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(originally posted by the writer, me, on one of my other sites)