[firmgently]

I've seen comments similar to this before. Why would it matter? As an end user, knowing it was Department A rather than Department B that gave you a crappy experience is meaningless.

The company is responsible, whether that's down to culture or management or whatever else. If they focus on getting the best engineers but don't put the same effort into setting up the best customer service, that is very telling.

Enjoyable user experience isn't a high enough priority for Google. They have the resources and they choose where to focus them.

[Bobbleoxs]

maybe I wasn't making it clear. I didn't mean they should be different. I'm merely saying their customer facing staff don't seem to be as brilliant in customer service as their engineers in engineering. But reading it twice, i realise it can be interpreted either way. I don't disagree with you.