I remain neutral on the story's truthfulness but I think there's a difference between the quality of Google's engineers and the customer facing employees they hire.
The company is responsible, whether that's down to culture or management or whatever else. If they focus on getting the best engineers but don't put the same effort into setting up the best customer service, that is very telling.
Enjoyable user experience isn't a high enough priority for Google. They have the resources and they choose where to focus them.
That seems like a pretty weak criticism to make up. And the account your questioning has a history here, and is not promoting another product, so why would they make that up?