Cory Doctorow has a good term for what those big American tech companies do; rather than too big to fail, they're too big to care[0]. Because they've muscled all their meaningful competition out of the way (or at least think they do), they instead start ignoring support requests and increasingly alienating customers.

You'd think that eventually market forces would try to correct this, but in practice that doesn't happen because big companies can just buy out any entity that's an actual threat to them/cover so many areas that getting rid of them is nigh impossible. (There's some attempts to limit this from the EU and before 2025, the US as well, but a major part of the beef the US has with the EU is that they're trying to force these major tech companies to care again.)

[0]: https://pluralistic.net/2024/04/04/teach-me-how-to-shruggie/...