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> I wish they had the same exuberance about their support tickets :( Is there a particular ticket (or tickets) you ran into trouble with? I can try to follow u

by jsolson 11y ago

> I wish they had the same exuberance about their support tickets :( Is there a particular ticket (or tickets) you ran into trouble with? I can try to follow up.

eco 11y ago
My issue was resolved eventually (took about a month with one week lag in their replies and it was me who figured out what was going on, not the support). It looks like the App Engine documentation was finally fixed. It used to say "If you do not specify a class, F1 is assigned by default." as recently as a few months ago. For a long time the default was actually F1. Then one day my costs went up unexpectedly. The default instance class had changed without notice (at least none that I ever saw). I didn't know that's what had changed though and I emailed billing support just asking what happened. Canned reply email after canned reply email with requests for tons of information they already have (including information I typed into the original support request form). They also had me take screenshots of my console (can they really not look up my information?). And sending me the canned emails takes a week for some reason. I should probably point out this was billing support. I'm not sure if that's a different department or what but I'm pretty sure they have no idea what they are doing over there (or, at best, just don't have the time or interest to help smaller paying customers).
- jsolson 11y ago
  Thank you for taking the time to write up the experience. I can think of a few metrics that directly relate to what made it suboptimal. Google is pretty good at improving things when we have metrics we can measure directly. That said, this falls into that category of things where I can tell you "I'll follow up with the teams involved" but it's unlikely I'll be able to say more than that (unless any result makes it into a public blog post or something). I will do what I can, though.

by jsolson 11y ago

> I wish they had the same exuberance about their support tickets :( Is there a particular ticket (or tickets) you ran into trouble with? I can try to follow up.

eco 11y ago

My issue was resolved eventually (took about a month with one week lag in their replies and it was me who figured out what was going on, not the support). It looks like the App Engine documentation was finally fixed. It used to say "If you do not specify a class, F1 is assigned by default." as recently as a few months ago. For a long time the default was actually F1. Then one day my costs went up unexpectedly. The default instance class had changed without notice (at least none that I ever saw). I didn't know that's what had changed though and I emailed billing support just asking what happened. Canned reply email after canned reply email with requests for tons of information they already have (including information I typed into the original support request form). They also had me take screenshots of my console (can they really not look up my information?). And sending me the canned emails takes a week for some reason. I should probably point out this was billing support. I'm not sure if that's a different department or what but I'm pretty sure they have no idea what they are doing over there (or, at best, just don't have the time or interest to help smaller paying customers).

jsolson 11y ago
Thank you for taking the time to write up the experience. I can think of a few metrics that directly relate to what made it suboptimal. Google is pretty good at improving things when we have metrics we can measure directly. That said, this falls into that category of things where I can tell you "I'll follow up with the teams involved" but it's unlikely I'll be able to say more than that (unless any result makes it into a public blog post or something). I will do what I can, though.