He's applying kind emotions to his customer relationship with a company, because that gives him an emotional leverage from which to feel attacked and be right in the mind of the reader.
Not that he needed to do any of this. He wouldn't be a tiny bit less right if the text was a sterile and objetive list of facts about what happened.
Oh, not at all. I appreciate the rethoric, although it didn't work with me because I've never experienced Google as childish or even amicable. So the author's excessive predisposition to think of Google as a marvelous friend was a bit jarring for me (and that's why I personally felt the tone a bit on the side of emotional manipulation). But, to each their own. Expressing commentary and emotions is good, I do prefer it to cold facts all the time :-)
Not that he needed to do any of this. He wouldn't be a tiny bit less right if the text was a sterile and objetive list of facts about what happened.