Regarding (1), has any computer manufacturer ever installed anything we might call "crapware" that anyone ever found to actually be useful? Not something that grandma thinks is useful, but something that is actually useful to grandma (not quite the same thing!).

The rest is totally right, though. For any behavior by a company that seems to do more harm than good, you can usually trace it back to some decision-maker who is rewarded for the good parts but is not responsible for the bad parts. If your decisions cause $1 in gain for your department and $2 in loss for another department, many companies aren't smart enough to do anything but reward you and punish the other department.