No, google is stupid. They may know how to code. They don't understand customer service.
One big mouth who got some really bad customer service isn't a data point you can average out. That's what they're doing. That's not smart, that's a lack of understanding. Or to put it in Google's terms, they forgot to weight the data point. When they put my number into their calculator, they forgot to multiply my number X20.
Unhappy and frustrated customers with no alternative is a very bad recipe.
You watch Oprah today?