I think a lot of their problems stem from outsourcing most of their customer service to poorly trained and poorly compensated contractors. Plus there seems lik

I think a lot of their problems stem from outsourcing most of their customer service to poorly trained and poorly compensated contractors. Plus there seems like there's a firewall between actual Googlers who could make changes and communications from outside customers/devs/etc, and they're so insulated from the outside that they don't know the situation on the ground.