I actually think the guy was pretty bad at his job in this case.

If he had taken the time to explain why the logo was like that to start with, and the practice Google has of changing its logos in line with anniversaries, in a logical fashion, he could probably have prevent around 3 and a half minutes of just closed statements.

You can actually hear her confusion on the end of the line, which is a direct result of his inability to explain the situation clearly and comprehensively. I'm not saying he was rude - he certainly wasn't, but he didn't do a great job of explain why it had occurred - he simply used the old 'oh don't worry about that' phrase which does not provide a sufficient explanation for the user. She may have wondered whether it would happen again, and what steps she would need to prevent it.