How can a company with THAT MUCH MONEY be THAT plagued with an issue that everyone has been shouting about for more than a decade ??
I wonder if there is a business model in contracting in Google's customer care. I'm sure someone could do a lot better with Google's customer budget. Google can start off with a few departments, and then have performance based expansion. If it goes too well, they can always get acquired in.
Their peer tech companies - MSFT, AAPL, AMZN all managed to become industry leaders into a completely different sector while maintaining their moat in their original revenue sources.
Google is still only makes money on ads. Google has created a monster products in B2C search, ads and software platforms. But, their B2C services are lagging far behind, and customer service really helps here.
Ultimately, I don't think the driving screw ups were that big of a deal (just my opinion). The big deal though is the moronic lack of customer support. How hard is it really to have a customer support staff a phone call away that can reassure the customer and either debug the issue to get them sorted out or at least offer alternatives. It would do so much to improve the users perception.
So, typical Google... Phenomenal engineering, and horrible customer service.
Maybe it was a just hit piece though and they cut out some contextual video? No idea.