I agree, if your are a business and have poor customer service, then it's just a matter of time before those customers go elsewhere.
From a business standpoint, if you have all the resources in the world and you treat customers like crap, that's a pretty stupid move in my book and it really comes from their arrogance in thinking they can code it and then let the robots do it all.
Just look at the way many webmasters now openly talk about how they dislike Google. 3 or 4 years ago that was unheard but the number of people who dislike them is growing every day for one reason or another.
So yes, Google is stupid.