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This is the google M.O. - optimize all processes through cheap machine learning and heuristics and accept that some people will get screwed along the way. The
by redstripe 10y ago
This is the google M.O. - optimize all processes through cheap machine learning and heuristics and accept that some people will get screwed along the way.
The number of people that can be served at very little cost without any human involvement is apparently very lucrative. Google just considers customer service as an archaic relic that predates the invention of behavioral algorithms.
- tlogan 10y agoAnd it works quite well from them. Yes, people on HN and on internet will complain... Also it could be that customer support is just overrated.... The problem is that 95% of support calls / issues are anyway just people complaining about things which are not at all related to the actual Google service. But, on the other hand, hackers which try Google Cloud and are bitten by lack of Google support do have influence on decision making process in big corporations.
- Jordrok 10y agoYeah, how dare all those little people complain when they're inadvertently crushed by the glorious Google behemoth. Don't they realize how insignificant they are? Their entire lives are simply rounding errors at Internet Scale. Sometimes the end result is less important than how you get there, and how you treat the ones who don't fit into your plans. It happens all the time with big companies, but Google even more than most. They KNOW that the potential for problems exists, but so long as it only affects 5%, who cares? Fuck you, got mine. I think that the attitude conveyed by Google's lack of support is what inspires a lot of people to post rants online, rather than the frequency of incidents.