It's because they don't know or even understand what customer or customer service is, they automated pretty much everything and made sure on humans are involved. This is to drive profits and grow in scale and cut people/cost.

They use to be the standard for great software products (like gmail), not anymore all their products now suck, full of bugs and barely useable (pretty much reminds me of microsoft 10 yrs ago)

After Eric schmidt in the reigns, they've become one of most profit minded and evil companies of all.

This company needs a reboot with good leadership!