To preface, I do not intend to defend Google nor do I work with them or represent them.
That said, I have been in similar situations with large scale customers. It is hard. Some percentage of customers are pathological, and even after you fix their problem refuse to stop continuing the rumors.
Once it’s fixed, I want all communication forward looking. Some percent of people are flat out insane, incompetent, or just assholes. Sometimes you have to lock the thread in order to stop a conversation about something that is already fixed.
Large scale customer bases are just a different beast. Once you experience it, you know what I mean. That doesn’t mean Google took the right path - only people with a comprehensive perspective can evaluate that, and I’m just some idiot on a forum who knows nothing about the specifics.
That said, I have been in similar situations with large scale customers. It is hard. Some percentage of customers are pathological, and even after you fix their problem refuse to stop continuing the rumors.
Once it’s fixed, I want all communication forward looking. Some percent of people are flat out insane, incompetent, or just assholes. Sometimes you have to lock the thread in order to stop a conversation about something that is already fixed.
Large scale customer bases are just a different beast. Once you experience it, you know what I mean. That doesn’t mean Google took the right path - only people with a comprehensive perspective can evaluate that, and I’m just some idiot on a forum who knows nothing about the specifics.