Judging solely from the outside, Google seems to believe that anything that can't be automated isn't worth doing.
On the one hand I understand that their target markets are composed of billions of people. On the other hand, it's a strong contributor to their "Google is evil" reputation. The fact that you can never speak to a human is probably saving them money, but it seems so consistent and important to them that I'm not convinced it's entirely about the money. There has to be a lot of people very high up who are totally uninterested in the idea of customer service.
On the one hand I understand that their target markets are composed of billions of people. On the other hand, it's a strong contributor to their "Google is evil" reputation. The fact that you can never speak to a human is probably saving them money, but it seems so consistent and important to them that I'm not convinced it's entirely about the money. There has to be a lot of people very high up who are totally uninterested in the idea of customer service.