One of the common complaints seems to be scheduling appointments to install and then failing to show up, often repeatedly. What I've read elsewhere suggests thi

One of the common complaints seems to be scheduling appointments to install and then failing to show up, often repeatedly. What I've read elsewhere suggests this happens because they heavily overbook their technicians. This seems like a remarkably efficient way to generate ill will. Given that Google's main advantage is "not having pissed everyone off", it also seems like a terrible business decision. I'm curious what sort of internal decision-making procedure would make that happen.