No it isn’t. If something goes wrong with the app I work on users can email, live chat, or call us and they actually talk to a human. That human, who is trained

No it isn’t. If something goes wrong with the app I work on users can email, live chat, or call us and they actually talk to a human. That human, who is trained on our software, tries to help them solve the problem. If it turns out it’s a bug in the software, I or someone I work with will be notified and we will eventually try to fix the bug. If it’s bad we will drop what we’re working on and fix it immediately. That’s pretty much how it works at most places, afaik. Google chooses to be bad at this.