so what if Karp is a nice guy? it is not about whether he is nice guy or not,but how customers (free & paying) are treated. Are you saying that since millions

so what if Karp is a nice guy? it is not about whether he is nice guy or not,but how customers (free & paying) are treated. Are you saying that since millions of customers are getting a free service ("five MILLION visitors every single day, almost none of whom pay a dime.") and so should expect a lower level of service ? it clearly shows the frustration on Karp's part and that he is not able to handle the pressures.