Google definitely benefits from free Gmail users, but that wouldn't be true if every free user got human attention when things went wrong, regardless of who was at fault.
I guess I see OP's problem stemming from the existence of bugs/quirks/spam attacks. As a developer, I know these things are simply impossible to prevent with 100% certainty. I don't feel that Google is morally culpable for bugs or spammers, unless they are somehow adding bugs to the point of negligence.
In fact, as a developer, the idea of being morally culpable for bugs scares me, since that kind of implies I am doomed to be immoral.
I guess I see OP's problem stemming from the existence of bugs/quirks/spam attacks. As a developer, I know these things are simply impossible to prevent with 100% certainty. I don't feel that Google is morally culpable for bugs or spammers, unless they are somehow adding bugs to the point of negligence.
In fact, as a developer, the idea of being morally culpable for bugs scares me, since that kind of implies I am doomed to be immoral.