By big web, I mean big tech like Google, Microsoft, centralization and other stuff.
Lots of people are dependent on lots of big tech corporations that hold all their personal information and most of their lives and jobs. This creates negatives that can cause problems. There may be server shutdowns, data breaches or even account termination.
If you look closely at how they get the money to store so many of your documents etc. you will notice that all this is not free. You pay with your own data, which at any time the corporation can sell to another unknown organization, and show you advertisements in accordance with what the algorithms have detected from your behavior on the Internet and in real life.
What about support contact? In most cases, it's very tricky. Everything is governed by algorithms that are very often flawed. Unfortunately, customer support would not be able to keep up with such huge amounts of data and requests/reports.
Some people don't have or don't want unlimited internet, which can cause quite a lot of trouble, for example opening the gmail web client which charges quite a lot of internet bandwidth, through all the JavaScript and trackers loading everytime you use or refresh the site.
Many of us use search engines, sometimes even for very embarrassing things. Search engines are quite heavily exploited by SEO optimization, missinformation, censorship and locking specific users in a bank, not giving them the opportunity to see pages that other people can get in results
The big web is currently very messed up. Many stay inside without looking to the outside and alternatives.