To clarify...I was referring to their attitude/responses regarding google, search, and their customers and not them as human beings.
The point is, ALL of the dozens of google employees that I've met are true-believers, have completely swallowed the corporate kool-aid, and think google is perfect and can do no wrong. They tend to live in a bubble as far as how things are in the real world. (I suppose there's nothing wrong with trying to change the world to fit into your ideals. Maybe that's just human nature.)
In my experience they tend to regard suggestions for improvement as quaint and just humor you by listening because the great google knows all and is infallible.
If you don't agree with my assessment of their customer service attitude how about this...
If you've ever looked at their job postings you'll see that most specify they only want applicants who have graduated at the top of their class and from the top universities. Of course they want smart people. That makes sense. However, putting that in a job posting does seem to me to be arrogant, elitist, and classist (if that's a word). Why not just say "we don't want to hire you unless you come from a certain socio-economic class who can afford Harvard or Stanford? If you don't call that arrogant and elitist I'd don't know what to say.
Again, not that google employees are baby-eating monsters or anything. Like I said before, every one I've met has been very nice. (Some to the point where it's a bit freaky--like when someone's trying to convert you to their religion.) Of course you should like where you work.
Google's not unique in having happy employees. I've just never seen it to this rabid extent. Of course not every company gives employees 3 free meals a day, has doctors and dentists on campus, has video games and pool tables to play on, gives you money to adopt a child, free shuttle to and from work, on-site oil change, car wash, gym, massage, and hair stylists. I can see how that would make a happy employee! (My theory is that they give all this so you never have to leave work. Maybe this is why they're so myopic? ;)
I fully admit that google has done amazing things and has done this with brilliant people. I do think it's important to look at the positive and negative about them though. That's all I'm saying. :)