Yes this is true, If you visualize Google as an incubator, then instead of talking about service you can talk about startup, and then what is happening is just the real life of an incubator, some projects fail, some success.
People are quoting all the time "failure is good for success" but when Google is doing it, sounds like they disagree
What people expect is that one you have a stable of popular and successful products that you will either focus or provide long term support for the products that they rely on, whether you have to move to a different model or not. Microsoft and Apple both build new products and don't have the same animus directed at them because there's and expectation of stability or planning when a product gets sunsetted. How long did XP last? Windows 7 still gets security updates even if it's a dead product. Google just kills things, even Google Fiber that people rely on, with no transition plan and messaging that basically reflects that customers or users of the product don't matter to then at all. Google has worked hard to get their bad reputation and it turned from a darling into a dangerous entity.
Now everyone, may be except techies, consider Google as an established brand which offers top quality product. General public doesn't know much about startup culture or business.