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It seems recently like anything inbound to Google goes into /dev/null! A number of us have been trying to get a response regarding Google Apps accounts with Pl

It seems recently like anything inbound to Google goes into /dev/null! A number of us have been trying to get a response regarding Google Apps accounts with Play Music, and we're paying customers. There's no response to the forum https://productforums.google.com/forum/m/?utm_medium=email&utm_source=footer#!msg/play/86WVa8b_3i4/9kDu_0CaAwAJ https://productforums.google.com/forum/m/?utm_medium=email&u... nor when I put it on Twitter and when a load of us tried direct feedback via the app, that still hasn't got any response. Clearly their model needs to rely on limited user support and that's okay, provided there's a good service with some human presence. But it's getting to be a problem...

FussyZeus 10y ago
You'd think if they could blow billions of dollars on tons of industries they have no intention of actually entering, they could find a few million somewhere to hire some CSRs. Google's gotten big enough now where they aren't incentivized to give a shit.
- B1FF_PSUVM 10y ago
  "We don't care. We don't have to. We're the Phone Company." -– Saturday Night Live, September 18, 1976. Hey, fifty years. (So, are we getting Baby Googles and Facebooks in another ten years, or are those times behind us?)
  - aminorex 10y ago
    More likely the multinationals will breakup the governments this time around.
adzicg 10y ago
anecdotally, you can get good support if you're a customer, but there's a big difference between a customer and a user. I've heard (not confirmed personally, just overheard at conferences), that if you spend enough on adwords to register on their radar as a customer, things are easy to get sorted even if they're nowhere adwords related. the big difference is that for the most part, google users/developers/... are not really customers.
- Donzo 10y ago
  If you generate over $25 a week with AdSense, you can chat with AdSense support at anytime. https://support.google.com/adsense/answer/2657175 https://support.google.com/adsense/answer/2657175
- davidgerard 10y ago
  I can reassure you, as a Google Apps for Business customer, that they treat their paying customers with every bit the same contempt as they treat their free end users.
  - adzicg 10y ago
    Google Apps for Business isn't adwords, though. my comment was about adwords customers.
    - aikah 10y ago
      You still implied that being a paid customer vs user made a difference. It kind of doesn't for some services... but that's good, that's an opportunity for the competition to piggy back on that : "We're not Google, here you'll benefit from a real customer service!". The worst is that google doesn't even have good tools that allow its community of users to help each others, aside from a mediocre Q&A forum.
  - wiz21c 10y ago
    Is it a sarcasm ?
    - creshal 10y ago
      Sadly not. Getting support for anything that isn't Adwords from Google is hopeless.
  - jeffmould 10y ago
    I have had to call a couple times on different email related issues with Google Apps and have to say my experience has been nothing less than impressed. They were responsive, extremely helpful, and continued to follow-up to make sure the issue was resolved and we were not experiencing any more problems. I've also had issues with Adsense and have access to their support, and have had the same experience there. Helpful, responsive, and followed up long after the problem was resolved to make sure we didn't have any more problems. Overall, I went in thinking their support would suck and ended up impressed.
dragonwriter 10y ago
> It seems recently like anything inbound to Google goes into /dev/null! Google Express seems to have very good and responsive customer service, so to the extent that this is a real problem at Google, its not everywhere at Google.

FussyZeus 10y ago

You'd think if they could blow billions of dollars on tons of industries they have no intention of actually entering, they could find a few million somewhere to hire some CSRs. Google's gotten big enough now where they aren't incentivized to give a shit.

B1FF_PSUVM 10y ago
"We don't care. We don't have to. We're the Phone Company." -– Saturday Night Live, September 18, 1976. Hey, fifty years. (So, are we getting Baby Googles and Facebooks in another ten years, or are those times behind us?)
- aminorex 10y ago
  More likely the multinationals will breakup the governments this time around.

adzicg 10y ago

anecdotally, you can get good support if you're a customer, but there's a big difference between a customer and a user. I've heard (not confirmed personally, just overheard at conferences), that if you spend enough on adwords to register on their radar as a customer, things are easy to get sorted even if they're nowhere adwords related. the big difference is that for the most part, google users/developers/... are not really customers.

Donzo 10y ago
If you generate over $25 a week with AdSense, you can chat with AdSense support at anytime. https://support.google.com/adsense/answer/2657175 https://support.google.com/adsense/answer/2657175
davidgerard 10y ago
I can reassure you, as a Google Apps for Business customer, that they treat their paying customers with every bit the same contempt as they treat their free end users.
- adzicg 10y ago
  Google Apps for Business isn't adwords, though. my comment was about adwords customers.
  - aikah 10y ago
    You still implied that being a paid customer vs user made a difference. It kind of doesn't for some services... but that's good, that's an opportunity for the competition to piggy back on that : "We're not Google, here you'll benefit from a real customer service!". The worst is that google doesn't even have good tools that allow its community of users to help each others, aside from a mediocre Q&A forum.
- wiz21c 10y ago
  Is it a sarcasm ?
  - creshal 10y ago
    Sadly not. Getting support for anything that isn't Adwords from Google is hopeless.
- jeffmould 10y ago
  I have had to call a couple times on different email related issues with Google Apps and have to say my experience has been nothing less than impressed. They were responsive, extremely helpful, and continued to follow-up to make sure the issue was resolved and we were not experiencing any more problems. I've also had issues with Adsense and have access to their support, and have had the same experience there. Helpful, responsive, and followed up long after the problem was resolved to make sure we didn't have any more problems. Overall, I went in thinking their support would suck and ended up impressed.

dragonwriter 10y ago

> It seems recently like anything inbound to Google goes into /dev/null! Google Express seems to have very good and responsive customer service, so to the extent that this is a real problem at Google, its not everywhere at Google.