Had a major DNS bug with Google DNS, it was on their side and they were completely messing up how they were handling some requests. Took them 2 months or so to fix it, they never described what happened, never said what was broken, and it took finding resources inside the company to solve. Google doesn't functionally have support for many of their paying services, nevermind their non-paid services.

Having humans doing customer service is not something google will ever do well. It’s not in their DNA. They are all about solving big problems with fancy algorithms.

There is a reason Google keeps on making failed social networking products and a 100 messaging apps. They are far more interested in algorithms that can scale than messy little customer issues.

The problem is that you can’t deliver great customer service with algorithms just yet.

Yet Google is very successful