Oh give me a break. This isn't some inevitable outcome of physics. They purposefully chose growth at the expense of customer support because it enabled them to accomplish more things that they wanted to do. They looked at the nearly infinite margin of their developed product and figured, hey, even if they lose 5% of that due to shitty customer support, 5% approaching infinity is nothing. And they moved on.

Google chose this route because it was the easiest route to take.