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FastMail has working tech but customer service leaves a lot to be desired. Google is leagues ahead of them there. It's better than Office365 support though.

cylo 10y ago
My experience has been entirely the opposite of yours. Fastmail has excellent (and personal) customer service whereas getting ahold of someone at Google is nearly impossible.
- monix 10y ago
  Truth be told, with Google Apps you get phone support and email support usually answers withing 24 hours in my experience. Problem is they couldn't help me much when I had problems. Google Apps has serious limits and contacting support won't help you get around those limits. Most of the time support just tells you what you can already find in their online docs. They only solved two issues for me: (1) when I wanted to change my primary domain, after 2-3 months of asking them repeatedly, they finally enrolled me into this beta programming and finally changed my primary domain. And (2) when I upgraded to the annual subscription and then changed my mind, they reverted me to the flexible pricing. On the other hand they couldn't even help with with an import gone wrong. With FastMail I have had a good experience thus far.
  - ValentineC 10y ago
    > They only solved two issues for me: (1) when I wanted to change my primary domain, after 2-3 months of asking them repeatedly, they finally enrolled me into this beta programming and finally changed my primary domain. Were you on the grandfathered free tier? It seems to be quite trivial to change the primary domain if you're on a paid tier.
    - monix 10y ago
      No, I was on the paid tier. If you're talking about September 2016, maybe. I was talking about 2015, being just an example of how Google's support was unhelpful.
monix 10y ago
For me FastMail's customers service has been better than Google Apps. And had fewer issues in general with FastMail. Google Apps has some crazy limits, like on the number of IMAP connections or email aliases, you can't normally change the primary domain, you can't setup an abuse@ alias, etc, etc. and contacting Google Apps support doesn't do more than for them to tell what's already written in the docs. And I mentioned in another mail, but FastMail's IMAP import and POP3 links work, whereas this functionality is broken for Gmail and Google's support won't help you ;-)
godzillabrennus 10y ago
I guess I'm the outlier here. I signed up for a paid personal account while trying to sign up for a business account. The custom domain option being available for a personal account threw the wrench in my plans. The tech support rep who answered barely understood their platform and kept giving me incorrect instructions. It took a long while on the phone with that rep to get the account moved to a business account.
4ad 10y ago
Google has absolutely no customer support whatsoever. I don't know anything about FastMail customer support, but it's hard to argue it's worse than no customer support. Unless customer service means something different than customer support. What does it mean? Personally, I use Google Apps for Business and since a few months ago Hangouts doesn't work correctly any more. It's almost unusable at times. What can I do? Who can I complain to? How can I escalate this? Absolutely nobody can help me. Once I figure out a feasible transition plan from Hangouts, I'm done with doing business with Google.

cylo 10y ago

My experience has been entirely the opposite of yours. Fastmail has excellent (and personal) customer service whereas getting ahold of someone at Google is nearly impossible.

monix 10y ago
Truth be told, with Google Apps you get phone support and email support usually answers withing 24 hours in my experience. Problem is they couldn't help me much when I had problems. Google Apps has serious limits and contacting support won't help you get around those limits. Most of the time support just tells you what you can already find in their online docs. They only solved two issues for me: (1) when I wanted to change my primary domain, after 2-3 months of asking them repeatedly, they finally enrolled me into this beta programming and finally changed my primary domain. And (2) when I upgraded to the annual subscription and then changed my mind, they reverted me to the flexible pricing. On the other hand they couldn't even help with with an import gone wrong. With FastMail I have had a good experience thus far.
- ValentineC 10y ago
  > They only solved two issues for me: (1) when I wanted to change my primary domain, after 2-3 months of asking them repeatedly, they finally enrolled me into this beta programming and finally changed my primary domain. Were you on the grandfathered free tier? It seems to be quite trivial to change the primary domain if you're on a paid tier.
  - monix 10y ago
    No, I was on the paid tier. If you're talking about September 2016, maybe. I was talking about 2015, being just an example of how Google's support was unhelpful.

monix 10y ago

For me FastMail's customers service has been better than Google Apps. And had fewer issues in general with FastMail. Google Apps has some crazy limits, like on the number of IMAP connections or email aliases, you can't normally change the primary domain, you can't setup an abuse@ alias, etc, etc. and contacting Google Apps support doesn't do more than for them to tell what's already written in the docs. And I mentioned in another mail, but FastMail's IMAP import and POP3 links work, whereas this functionality is broken for Gmail and Google's support won't help you ;-)

godzillabrennus 10y ago

I guess I'm the outlier here. I signed up for a paid personal account while trying to sign up for a business account. The custom domain option being available for a personal account threw the wrench in my plans. The tech support rep who answered barely understood their platform and kept giving me incorrect instructions. It took a long while on the phone with that rep to get the account moved to a business account.

4ad 10y ago

Google has absolutely no customer support whatsoever. I don't know anything about FastMail customer support, but it's hard to argue it's worse than no customer support. Unless customer service means something different than customer support. What does it mean? Personally, I use Google Apps for Business and since a few months ago Hangouts doesn't work correctly any more. It's almost unusable at times. What can I do? Who can I complain to? How can I escalate this? Absolutely nobody can help me. Once I figure out a feasible transition plan from Hangouts, I'm done with doing business with Google.