Let's turn this around. Why is Google offering a free service that doesn't meet reasonable expectations for how that service works?
My repeated experience is that Google is good at things like search, where people get what they get and individual humans don't matter to the company. But they're bad at things that require treating people like people.
After being a happy Google hardware customer for years, I just had a purchasing experience that was so bad that I'll never buy from Google again. Their hardware and software won me as a customer; their customer service not only lost me, but was so bad it has made me more wary of doing business at all with any part of Google.
For me, this is in the "do or do not, there is no try" bucket. They don't really want to deal with humans, so they half-ass it. I wish they'd just stay out of those kinds of businesses, as their dominance and indifference to profit can mean crushing competitors and preventing the emergence of a real marketplace.
You seem to be missing the point. I'm saying that if Google can't deliver a service well, maybe they should not offer the service. Which is what most companies do.
Let's turn this around. Why is Google offering a free service that doesn't meet reasonable expectations for how that service works?
My repeated experience is that Google is good at things like search, where people get what they get and individual humans don't matter to the company. But they're bad at things that require treating people like people.
After being a happy Google hardware customer for years, I just had a purchasing experience that was so bad that I'll never buy from Google again. Their hardware and software won me as a customer; their customer service not only lost me, but was so bad it has made me more wary of doing business at all with any part of Google.
For me, this is in the "do or do not, there is no try" bucket. They don't really want to deal with humans, so they half-ass it. I wish they'd just stay out of those kinds of businesses, as their dominance and indifference to profit can mean crushing competitors and preventing the emergence of a real marketplace.