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God, I hope the support doesn't end up like most other Google product's support. I have webpass and my heart dropped. My project fi experience has been bad enou

by codemac 10y ago

God, I hope the support doesn't end up like most other Google product's support. I have webpass and my heart dropped. My project fi experience has been bad enough already.

malandrew 10y ago
While the support will almost certainly get worse, the good news is that Google some of the most rigorous SRE practices in the world.
jrockway 10y ago
I work on Google Fiber. We have pretty good customer support; call us 24/7, someone in the US will help you with pretty much anything you want that's Fiber-related (WiFi too slow? TV remote not working? That sort of thing.)
- mholt 10y ago
  Yeah we have you in Provo. Awesome service!
- curiouscats 10y ago
  I just hope the commitment to good service that Google Fiber has started with isn't trashed by foolish executives. The state of customer dis-service in the USA is so strong that it seems pretty likely any company that has good service for awhile will shift resources into bigger paychecks for executives and fewer resources for customer support. I hope Google Fiber avoids this situation. Some companies do but not very many: Trader Joe's, Costco...
  - jrockway 10y ago
    I think good customer service is pretty much essential to running a service like Fiber, because there is no code that I can write that's going to smooth over the fact that we killed your lawn while running the fiber through your yard. It happens :/
- EwanG 10y ago
  But can you tell me when the Stone Oak area of San Antonio will get fiber? Sorry, but living with TWC is a bear, and am hoping an actual date that I can add to the calendar of when to cancel would make it more bearable.
danw3 10y ago
What issues have you had with project fi? I switched to it about 6 months ago and I haven't had any problems at all.
- codemac 10y ago
  The issues are rather small. The support is what's bad. They expect you to contact them endlessly, through multiple mediums, to resolve the most mundane of issues.

by codemac 10y ago

God, I hope the support doesn't end up like most other Google product's support. I have webpass and my heart dropped. My project fi experience has been bad enough already.

malandrew 10y ago

While the support will almost certainly get worse, the good news is that Google some of the most rigorous SRE practices in the world.

jrockway 10y ago

I work on Google Fiber. We have pretty good customer support; call us 24/7, someone in the US will help you with pretty much anything you want that's Fiber-related (WiFi too slow? TV remote not working? That sort of thing.)

mholt 10y ago
Yeah we have you in Provo. Awesome service!
curiouscats 10y ago
I just hope the commitment to good service that Google Fiber has started with isn't trashed by foolish executives. The state of customer dis-service in the USA is so strong that it seems pretty likely any company that has good service for awhile will shift resources into bigger paychecks for executives and fewer resources for customer support. I hope Google Fiber avoids this situation. Some companies do but not very many: Trader Joe's, Costco...
- jrockway 10y ago
  I think good customer service is pretty much essential to running a service like Fiber, because there is no code that I can write that's going to smooth over the fact that we killed your lawn while running the fiber through your yard. It happens :/
EwanG 10y ago
But can you tell me when the Stone Oak area of San Antonio will get fiber? Sorry, but living with TWC is a bear, and am hoping an actual date that I can add to the calendar of when to cancel would make it more bearable.

danw3 10y ago

What issues have you had with project fi? I switched to it about 6 months ago and I haven't had any problems at all.

codemac 10y ago
The issues are rather small. The support is what's bad. They expect you to contact them endlessly, through multiple mediums, to resolve the most mundane of issues.