Exactly this. The perfect example is Google Assistant for me. It's such a terrible service because it's so indeterministic. One day it happily answers your basic question with a smile, and when you need it most it doesn't even try and only comes up with "Sorry I don't understand".

When products have limitations, those are usually acceptable to me if I know what they are or if I can find out what the breaking point is.

If the breaking point was me speaking a bit unclearly, I'd speak more clearly. If the breaking point was complex questions, I'd ask simpler ones. If the breaking point is truly random, I simply stop using the service because it's unpredictable and frustrating.