Because at their scale, people actually need to understand the issue rather than just applying fixes blindly plucked from the Internet. Don't get me wrong, Google is my go-to as well, but I suspect that they need to dig a little deeper.
But wouldn't doing investigation on the error provide data point to help debug the issue. They are trying to fix a customer issue and time is also of importance here.
> just applying fixes blindly plucked from the Internet.
