Google truly abhors its customers, it's part of their corporate DNA. They would avoid talking to their customers at all if they could, but they can't avoid it entirely.
They like to outsource these functions to external outfits like Concentrix. Concentrix literally pulls people in off the street who have no relevant domain expertise, and no discretion to deviate from the playbook they've been given. Small (and large) developers like IA are then relegated to jumping through those ever shifting hoops.
