I'm more uncomfortable with the implication that Google employees need to apologise on behalf of their company and they're somehow complicit if they don't. Many people just want to do their 9-5 and leave.
i've noticed over the last several years that thousands of Google employees at least seem to feel complicit for the corporation's choices (e.g. giving a big cash payout to someone who was suspected of sexual harassment, trying to start project dragonfly, working with the US DOD, etc). these employees protest, walk out, demand change.
IMHO, these employees should also be critical of the poor customer service the OP documents. this sort of behavior hurts the public too. and Google seems committed to continuing it.