> At the expense of the 'users experience' but these days, large companies simply don't suffer from a bad customer experience anymore.
This is my personal opinion. They're still affected by customer satisfaction and they're still driven by market forces. It's just that you and I are not their customers. It's not even the YT premium customers. Google is and always has been an ad service company and their primary customers have always been the big advertisers. And they do care about their experience. For example, they go overboard to identity the unique views of each ad.
Meanwhile the rest of us - those of us who don't pay, those who subscribe and even the content creators - are their captive resources whose creativity and attention they sell to the advertisers. Accordingly, they treat us like cattle, with poor quality support that they can't be bothered about. This is visible across their product lineup from YouTube and gmail to workspace. You can expect to be demonetized or locked out of your account and hung out to dry without any recourse if your account gets flagged by mistake or falsely suspected of politics that they don't like. Even in the best case, you can only hope to raise a stink on social media and pray that it catches the attention of someone over there.
Their advantage is that the vast majority of us choose to be their slaves, despite this abuse. Without our work and attention, they wouldn't have anything to offer their customers. To be fair to ourselves, they did pull off the bait and switch tactic on us in the beginning by offering YouTube for free and killing off all their competition in the process. Now it's really hard to match their hosting resources. But this is not sustainable anymore. We need other solutions, not complaints. Even paid ones are fine as long as they don't pull these sort of corporate shenanigans.