The thing here is the 8.000 Glass early adopters vs the hundred-millions (billions maybe?) of Google workspace users.
It's not the same league, not even the same sport.
PS: Not defending Google here, their support for some products is abysmal
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You are correct. I agree 100%. It's easy to be great when it's on a tiny scale.
Billions in profit may unblock scaling customer support beyond scrappy startup minimums
However (and I loathe this logic) if you can get the marketplace to accept that minimal level, and the brand harm is inconsequential, why not pocket the savings
> and the brand harm is inconsequential
That's the thing though. Google have destroyed their brand through these kinds of actions, over many years.
Those are not matter-of-fact saving, but rather significant savings