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For example, some of us consider a UI that doesn't keep moving around every few weeks to be a feature, not a bug. I have absolutely no problem with a practical tool like Thunderbird still using the same layout it had 5 years ago, if that layout works well.
Likewise, some of us consider the separate search box of Firefox to be a plus point. I don't want or need everything I type in a URL bar being sent to Google's mothership, and my screen has ample space for both bars.
Meanwhile, I'm getting awfully bored of dealing with customer support issues that come down to someone using Google for their mail and not receiving legitimate messages because of whatever Google have broken, deemed spam, or unilaterally declared not to be acceptable this week. I shudder to think how much time and effort are being wasted like this around the world if everyone else's experience is as negative as ours has been lately.