> Googlers are smart people,

They are probably highly skilled in the things they are selected for skill in. “Smart”, even when it is really high general IQ, doesn't translate to universal proficiency without dedicating time and effort to particular domains.

> how can they believe in something this plain wrong?

Strong selective pressure: people who don't have beliefs that fit with the current Google context and bureaucracy are less likely to be selected by, or select to work for, Google and, even if they are, are more likely to be selected out, or voluntarily depart.

See the destruction of the Ethical AI unit over issues very closely related to the conflict over blind faith in algorithmic approaches.

Oh, I doubt most Googlers believe those things. I'm sure they know they have terrible customer service and support. I would say it's borderline non-existent.

I suspect the rationale is something like "Well, you don't pay for your YouTube account (or don't pay that much) so you shouldn't expect good support or moderation."

If you want a video broadcast service where only paying customers can provide content, you already have one, it's called TV.

> Googlers are smart people

they are smart enough to know that "improved customer service" will never get them that promotion

You've answered your own question.

The System constructed by Googlers is so smart, the Googlers themselves are subject to a form of papal infallibility.

Isn't it more of a Tyler Durden calculas, "If it costs less to payoff the wrongful death suits than to issue a recall, then we don't do one."

Getting a $200,000 paycheck regardless of how many people your company fucks over helps.

Because humans, even smart ones, are tribal and these particular people are part of a tribe that believe in said points.

Motivation and Cognitive bias. It is very believable, every organization and person has them.