I had a similar reaction to that statement. Google tends to make the happy path quite pleasant, but the moment you stray from it, things get kafkaesque very, very quickly.
Saying this from firsthand experience as a customer of Google's B2B offerings, Google earned its bad reputation on the enterprise side.
Saying this after a good number of years as a PM: when you spend 40-50 hours a week thinking about your product, it's really easy to get lost in the weeds and forget that your users see your product from a totally different perspective than you do. I see this all the time because it's very, very difficult to avoid this problem.
Saying this from firsthand experience as a customer of Google's B2B offerings, Google earned its bad reputation on the enterprise side.
Saying this after a good number of years as a PM: when you spend 40-50 hours a week thinking about your product, it's really easy to get lost in the weeds and forget that your users see your product from a totally different perspective than you do. I see this all the time because it's very, very difficult to avoid this problem.