[mech4bg]

People saying that the service is free and Google owes you nothing are missing the point. If Google continues this practice and makes things worse, then people will lose trust in them, move away from their services, and they will suffer financially. This isn't about entitlement - this is about wanting a service to be good, and giving feedback when it isn't. Also these services are only nominally 'free' - Google makes plenty of money off you by you using them.

I find it bizarre that people think you can't give feedback on a company's bad behavior because their service is free.

[mikecane]

Google Play apps, books, and whatever else they sell there aren't free. They are hurting their brand.