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Our support folks can comment here, but I would disagree with that point. Our support org is massive, there are varying tiers levels of Support SCE/CRE/SRE/SWE-

by vgt 10y ago

Our support folks can comment here, but I would disagree with that point. Our support org is massive, there are varying tiers levels of Support SCE/CRE/SRE/SWE-level of support, all the way up to [0]. I'll also comment that Google's Eng/PM org is very engaged. It's not unusual for an engineer in charge of a service to help resolve a customer an issue. [0] https://cloudplatform.googleblog.com/2016/10/introducing-a-new-era-of-customer-support-Google-Customer-Reliability-Engineering.html https://cloudplatform.googleblog.com/2016/10/introducing-a-n... (work on Google Cloud but do not get paid to post here)

kuschku 10y ago
> It's not unusual for an engineer in charge of a service to help resolve a customer an issue. This is not related to Google Cloud, but to GSuite: Or, if you get an engineer on the phone, through the support number, they just insult you, and hang up on you, as has happened to me once (back when the free tier of GSuite was still a thing).
- vgt 10y ago
  That's unacceptable anywhere. I know Google support spends gobs of time quantifying customer success and happiness, gets measured and rewarded by these numbers. Nature of support anywhere is that sadly you'll always have some folks with a bad experience, all you can do is try to make it right by all.
StreamBright 10y ago
I am not sure that you can really use the size of your support org when talking about customer experience. Why don't you come up with a 3rd party customer survey about how your customers are happy with you compare to Amazon? If you are absolutely certain that your support is great it would prove the point.
- vgt 10y ago
  I agree, size of support org is probably not directly correlated to quality. I was mostly responding to parent, who made the argument that Google can afford to be inexpensive due to lack of investment in the support org. I do assure you that Google Cloud invests a whole lot of time and money thinking about customer happiness, as should all organizations. In the public cloud business, customer happiness is everything.
ignoramous 10y ago
> It's not unusual for an engineer in charge of a service to help resolve a customer an issue. This is the norm with AWS, in case you didn't know. Like someone pointed out, having a deeply engrained customer-focussed culture is different from having a massive support org that quantifies customer happiness as datapoints on a review board somewhere in cozy SV offices.
- vgt 10y ago
  I actually was not comparing Google to Amazon here, apologies if you got that from my post. I was mostly responding to the parent, whose argument was that Google is so much more inexpensive than AWS because Google doesn't invest in support. My experience has been the opposite. I am also not going to get into a discussion with an AWS employee about culture health between the two organizations. Both are trying to do it right for the customers, and both have unique challenges, regardless of the amount of coziness of their offices :) It's unfair to paint Google as "out of touch" and "not customer focused", just like it is unfair to bring up horror stories about Amazon culture, especially if you're employed by a competitor. Apologies, again, but are you an AWS employee? I don't want to inaccurately label you as such, but your posts hint at it. (work at Google Cloud)
  - ignoramous 10y ago
    Perhaps I read too much into something you didn't even mean to compare. Sorry about that. Thanks for clarifying statements and generally taking time to respond throughout the thread. I work for Amazon, yes.

by vgt 10y ago

kuschku 10y ago

> It's not unusual for an engineer in charge of a service to help resolve a customer an issue. This is not related to Google Cloud, but to GSuite: Or, if you get an engineer on the phone, through the support number, they just insult you, and hang up on you, as has happened to me once (back when the free tier of GSuite was still a thing).

vgt 10y ago
That's unacceptable anywhere. I know Google support spends gobs of time quantifying customer success and happiness, gets measured and rewarded by these numbers. Nature of support anywhere is that sadly you'll always have some folks with a bad experience, all you can do is try to make it right by all.

StreamBright 10y ago

I am not sure that you can really use the size of your support org when talking about customer experience. Why don't you come up with a 3rd party customer survey about how your customers are happy with you compare to Amazon? If you are absolutely certain that your support is great it would prove the point.

vgt 10y ago
I agree, size of support org is probably not directly correlated to quality. I was mostly responding to parent, who made the argument that Google can afford to be inexpensive due to lack of investment in the support org. I do assure you that Google Cloud invests a whole lot of time and money thinking about customer happiness, as should all organizations. In the public cloud business, customer happiness is everything.

ignoramous 10y ago

> It's not unusual for an engineer in charge of a service to help resolve a customer an issue. This is the norm with AWS, in case you didn't know. Like someone pointed out, having a deeply engrained customer-focussed culture is different from having a massive support org that quantifies customer happiness as datapoints on a review board somewhere in cozy SV offices.

vgt 10y ago
I actually was not comparing Google to Amazon here, apologies if you got that from my post. I was mostly responding to the parent, whose argument was that Google is so much more inexpensive than AWS because Google doesn't invest in support. My experience has been the opposite. I am also not going to get into a discussion with an AWS employee about culture health between the two organizations. Both are trying to do it right for the customers, and both have unique challenges, regardless of the amount of coziness of their offices :) It's unfair to paint Google as "out of touch" and "not customer focused", just like it is unfair to bring up horror stories about Amazon culture, especially if you're employed by a competitor. Apologies, again, but are you an AWS employee? I don't want to inaccurately label you as such, but your posts hint at it. (work at Google Cloud)
- ignoramous 10y ago
  Perhaps I read too much into something you didn't even mean to compare. Sorry about that. Thanks for clarifying statements and generally taking time to respond throughout the thread. I work for Amazon, yes.