Because Google, the business, is run so well, Google, the product, can be kinda shit for quite a long time before anyone who is only watching the business notices anything is wrong. Microsoft had the same situation, inspiring Bill Gates' famous email: https://techcrunch.com/2008/06/25/gates-sends-angry-e-mail-s...

I don't think anybody at Google has sent that email, yet. Maybe Sergey and Sundar don't use Google products, anymore. Maybe they have a special Google just for billionaires that doesn't suck.