Google being famously bad at customer support is I'm pretty sure a real life Conway's law. Google likes to put support as close to engineering as possible which

Google being famously bad at customer support is I'm pretty sure a real life Conway's law. Google likes to put support as close to engineering as possible which biases towards "scalable" support over just throwing bodies at the problem. It turns out support is one of those areas where just throwing bodies at the problem is often the right answer which leads to the kind of support nightmares that people encounter.