Sure the point of this article is about customer support offered by Google. I'd say for their core products such as AdWords, Google are treating their customers

Sure the point of this article is about customer support offered by Google. I'd say for their core products such as AdWords, Google are treating their customers with care. It's just that they simply don't give a shit to the majority of their other products. Why would they anyways? They're an ad company, earn their profits through ads almost exclusively, and really just as the founders said themselves, the other projects are much experimental in nature after all. That's just the reality in a business sense.