I think that model creates a moral hazard considering that in this instance the account was locked down by Google.

Perhaps, but I don't think that's a reason for not using it. There needs to be some solution, it needs to be something you can implement after the fact, and it needs to be worthwhile for the company to provide. "$100 to talk to a human, refundable if we fail to solve your problem" is a model that would actually work.

Yup, it's perhaps a tough PR sell because it create the potential for misaligned incentives, but I don't think it is a totally crazy idea.

I'm pretty sure Microsoft waives the fee for their paid TechNet support if the problem was due to a legitimate bug or problem on their end.

Microsoft probably has a much higher ARPU than Google does.