[dna_polymerase]

Their abysmal user support is the number one complaint. How the f*ck didn't they wake up to this issue by now.

I think they are in dire need of a leadership change. If they want to serve businesses, they need to adopt actual business practices.

[faeriechangling]

Support doesn’t scale so Google doesn’t want to do it out of greed and immaturity.

[BobaFloutist]

If any given user needs x support hours a week, and their business pays for > x support hours a week, then support scales.

I guess as you scale up a business you want to get leaner and you accept lower margins, hoping to make it back by volume? Maybe that's what you mean?