I think you’re spot on, except it’s simpler: - Support shiny thing -> it’s not incentivised, valued, or promotion-worthy I don’t think it’s a necessarily a va

I think you’re spot on, except it’s simpler: - Support shiny thing -> it’s not incentivised, valued, or promotion-worthy I don’t think it’s a necessarily a value judgement on support or maintenance being easy (it’s not, necessarily) - it’s just not Google’s current culture/process to value this work. If Google switched to incentivising (something like) cumulative user engagement or happiness, it would both incentivise longer-term thinking (as growth in users and also growth in engagement over time would be valued) and also probably help solve their reputation for poor customer service.