> Google's other big problem is being terrible at anything which needs repair or customer support. This is the direct result of the pervasive 10x/moonshot thin

> Google's other big problem is being terrible at anything which needs repair or customer support. This is the direct result of the pervasive 10x/moonshot thinking. Anything that doesn't immediately sound like it can reach a billion users from the outset starts with a massive handicap when getting churned through the decision-making process. Anything that sounds like it requires a human in the loop, anything that has a manual step, anything that requires tech support, documentation, long-term stabilization....not even up for consideration. It's not just the launch-based performance review and promotion process, a problem which has at least penetrated the internal consciousness and is considered now in the whole perf process. It's not just the obvious product cancelations. Fundamentally, Google is not willing to do anything that doesn't scale. They aren't willing to hold users' hands. They aren't willing to be there when something breaks, when something goes wrong, when someone is in a bind because some automated system locked them out, when all those messy unforeseeable situations occur. Putting users first is Orwellian doublespeak, because it's the thing Google hardly ever does--unless you are a corporate advertiser. Users--people like you and me--are the unwashed masses that Google believes it can wall off and keep as far away from its employees as possible. One user? Roundoff error. Ten users? Roundoff error. At Google scale, even a million users is a roundoff error. Is there a 10,000 strong workforce dedicated to users' tech support? No. But there is a 10,000 strong workforce dedicated to sales, marketing, and partner relationships. Those people pull in the billions and billions of ad revenue, so absolutely they have 10,000 people hammering away at that goldmine. And if you are spending money on Google advertising, they will support your ass off. Google is an ad business. Duh.