It wasn’t the crap, it was losing trust:
Running a search at Google was starting to feel like walking through a minefield. I’ve trained myself to be careful where I click, because I might step on a +1 explosive or get blown to bits by surprise double-chevrons.
But I still used Google search, because I trusted the search. Now I don’t.
For any company, users trust is a hard thing to gain, and once lost nearly impossible to get back. I think if you’re a company who has it, you should do everything you can to keep it, and never assume your users have nowhere else to go.