[Gobiner]

This has caused our purchases to fall from doing very well to almost getting no purchases at all.

I think you missed this line. Presumably they were doing quite well for themselves, got nailed by some change Google made, and now are not recouping any costs due to all the lost sales.

Sadly, bryanlarsen is correct about Google's culture, especially when it comes to the code they've written: the search code is doing what we told it to and there won't be any reconsideration of decisions made about code.