I've never worked with or for Google, but having worked for software companies my whole life, I suspect that it's overautomation, combined with "silo-ing". Even if somebody identifies the problem from the user's perspective, it becomes a rats nest of responsibilities to untangle to figure out who or what group(s) can address it and how. The people who actually understand how a particular component works and can change it are limited to their particular component and the people who are nominally in charge of "everything" have no detailed visibility into anything at all.