I fully agree with your point about Google's customer service, especially in this market where it's so important. But I think there's good reason to be worried

I fully agree with your point about Google's customer service, especially in this market where it's so important. But I think there's good reason to be worried about Amazon. Amazon doesn't have a niche, they want to be everything to everybody. Which Google does too, but Amazon actually has a history of actually succeeding in markets that are outside their core business of ecommerce. AWS is the biggest example but Mechanical Turk, Prime video streaming and their app store are all serious competitors in their respective niches. The jury is still out on their music offering.