Google does not care. They don't have to. They're a rich monopoly. Beyond that, they've always been bad at offering support and any kind of connection to users. It might be because they grew up serving free users of search and email. But that culture is how they run their services for businesses too.

Your other choice is to pay the other monopoly, Microsoft, who just recently revived their 90s strategy of bundling Internet Explorer with Windows, except with Teams and Office. They may have slightly better support than Google but it is built on products that get more expensive over time. Office does have offline clients that don't have these types of issues as often though.

I hope there is some kind of push towards alternatives from others but who could those even be? Proton? OnlyOffice? Libre Office? No one seems like a serious challenger in this space, because it would be so hard to compete against Office. There is little investment interest here and so there is little competition.

Google doesn't care about you and your edge case. They've never been good at support (except with Fi, strangely).

Can you download it from Drive or Takeout or Vault (ask your admin) and just edit it in Excel or break it up into multiple documents?

Also, might be worth asking your account owner to reach out to your enterprise contact for help to see if they can escalate it internally.

I'd draw it out as long as possible. I guarantee they'll do something shady to make the case dissappear once they realizing it's ruining some internal metric, and you'll get a laugh out of it.

Escalate this to your account manager (who sold/renewed your licenses last time) and they can get Google CEs to review. If you're buying from a Workspace reseller, they can also loop in the right people.

Or, share the most recent support case number and I'll escalate it for you today. I'm a WS Googler so I'll find it

I find almost all B2B SaaS solutions really bad to handle payments (even when they use Stripe).

Sadly there’s a bias against customer service as a functional group in most tech (and non-tech) companies. It’s a function that is normally offshored and/or outsourced, and it is extremely rare for leadership to be hired out of service orgs. This is a shame when you think of how natural a transition from service to an account manager role would be. Management doesn’t see service source of revenue.

This is different in other industries, like in the auto industry where service is a considerable source of revenue and where CEOs like Sloan started. Software service groups really don’t have organizational prestige or influence, in contrast.

This means service groups get the last pickings in budget and talent. Most software companies are trying to do the bare minimum with service, and anything of import (or revenue potential) gets escalated to the account manager or product manager.

Tl;dr you need to whine to your AM if you want anything done.