Uber and Lyft took a shit in their mess kits by making their north stars advertised wait time on hail.

This caused them to increase the driver pool beyond the point of competence. That, in turn, required degrading customer service to the point that if I actually need help I have to use the flow that says I was in an accident or raped.

Waymo is neat as a robotaxi. But the reason it wins is they seized the nationwide premium market, a beachhead Uber (and paradoxically also Lyft) left undefended.