They’re very supportive when you need it because that’s their job. They’re being nice to you so the boss doesn’t have to be. Imagine instead of an entire department dedicated to preventing you from taking your boss to court, there was no such department. The world boss actually has to treat his employees with respect, for a change. HR are not your friends, police are not your friends. Anyone who’s job it is to hold you back is not your friend.
It’s been discussed in other comments that because Google is A/B testing their old maps model against a new AI model that only some people are experiencing it. It’s probably only being tested in some areas.