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> - Nearly perfect documentation > - Awesome support Two things never said about google products

by _1 10y ago

vgt 10y ago
This thread will give you an idea of how far Google's support will go to make a customer succeed: https://news.ycombinator.com/item?id=12606995 https://news.ycombinator.com/item?id=12606995 (work at GCP)
- CaptSpify 10y ago
  You meant to say "a customer that is pumping tons of money into Google succeed". Your average customer gets no such treatment. Sorry, Google has some great stuff, and is great at a lot of things, but customer support is not one of them.
  - vgt 10y ago
    Perhaps the reputation you speak of transfers over from the B2C side, where Google makes services for billions and can't offer the human touch as easily. Have you had bad experiences with Google Cloud platform support specifically? I can only offer some customer voices: - Quizlet calls out support as a major reason for choosing GCP over AWS (among other things) [0] - "Paid Support is top notch" [1] - Spotify calls out the human side specifically [2] [0] https://quizlet.com/blog/whats-the-best-cloud-probably-gcp https://quizlet.com/blog/whats-the-best-cloud-probably-gcp [1] https://lugassy.net/why-we-moved-from-amazon-web-services-to-google-cloud-platform-726c412fd667#.7g9z9b1mt https://lugassy.net/why-we-moved-from-amazon-web-services-to... [2] https://news.spotify.com/au/2016/02/23/announcing-spotify-infrastructures-googley-future/ https://news.spotify.com/au/2016/02/23/announcing-spotify-in...
    - CaptSpify 10y ago
      My experiences differ from that, as well as everyone I know. I know this is anecdotal, but I have never met anyone who has said good things about google support, including a google support rep. Maybe I'm just an outlier, but I also wouldn't use someone like the above example as a typical experience, as they are also an outlier.
      - vgt 10y ago
        Sorry to hear that. Again, are you specifically discussing Google Cloud support? It's a very different model.
    - erichocean 10y ago
      > Have you had bad experiences with Google Cloud platform support specifically? Yes, and cancelled our account as a result.
      - vgt 10y ago
        Sorry to hear that. Certainly not what we strive for. May I ask you to send me your specific experience to my email? (username at google dotcom). I would be happy to share it with our support teams and get a postmortem going? (I work at Google Cloud)
        erichocean 10y ago
        Thanks for the offer. I'm swamped and we moved off of GCE last spring, so I don't have the info readily available. If we consider GCE in the future, I'll ping you before we do so we can ensure what happened to us then doesn't happen again. Thanks!

> - Nearly perfect documentation > - Awesome support Two things never said about google products

by _1 10y ago

> - Nearly perfect documentation > - Awesome support Two things never said about google products

vgt 10y ago

This thread will give you an idea of how far Google's support will go to make a customer succeed: https://news.ycombinator.com/item?id=12606995 https://news.ycombinator.com/item?id=12606995 (work at GCP)

CaptSpify 10y ago
You meant to say "a customer that is pumping tons of money into Google succeed". Your average customer gets no such treatment. Sorry, Google has some great stuff, and is great at a lot of things, but customer support is not one of them.
- vgt 10y ago
  Perhaps the reputation you speak of transfers over from the B2C side, where Google makes services for billions and can't offer the human touch as easily. Have you had bad experiences with Google Cloud platform support specifically? I can only offer some customer voices: - Quizlet calls out support as a major reason for choosing GCP over AWS (among other things) [0] - "Paid Support is top notch" [1] - Spotify calls out the human side specifically [2] [0] https://quizlet.com/blog/whats-the-best-cloud-probably-gcp https://quizlet.com/blog/whats-the-best-cloud-probably-gcp [1] https://lugassy.net/why-we-moved-from-amazon-web-services-to-google-cloud-platform-726c412fd667#.7g9z9b1mt https://lugassy.net/why-we-moved-from-amazon-web-services-to... [2] https://news.spotify.com/au/2016/02/23/announcing-spotify-infrastructures-googley-future/ https://news.spotify.com/au/2016/02/23/announcing-spotify-in...
  - CaptSpify 10y ago
    My experiences differ from that, as well as everyone I know. I know this is anecdotal, but I have never met anyone who has said good things about google support, including a google support rep. Maybe I'm just an outlier, but I also wouldn't use someone like the above example as a typical experience, as they are also an outlier.
    - vgt 10y ago
      Sorry to hear that. Again, are you specifically discussing Google Cloud support? It's a very different model.
  - erichocean 10y ago
    > Have you had bad experiences with Google Cloud platform support specifically? Yes, and cancelled our account as a result.
    - vgt 10y ago
      Sorry to hear that. Certainly not what we strive for. May I ask you to send me your specific experience to my email? (username at google dotcom). I would be happy to share it with our support teams and get a postmortem going? (I work at Google Cloud)
      - erichocean 10y ago
        Thanks for the offer. I'm swamped and we moved off of GCE last spring, so I don't have the info readily available. If we consider GCE in the future, I'll ping you before we do so we can ensure what happened to us then doesn't happen again. Thanks!