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I have to add an anecdotal counter point to the Google support is so terrible line. My Nexus 6P had a screen defect (couldn't detect touches anymore). I called

I have to add an anecdotal counter point to the Google support is so terrible line. My Nexus 6P had a screen defect (couldn't detect touches anymore). I called support and 20 minutes later they were shipping me a new phone and a box to send in my damaged phone. I also had to contact them for support on their DFP product. Received an email back a couple of hours later with a detailed explanation of what was happening that answered all my questions. Maybe I'm just an outlier, or maybe people don't write about their good support experiences.

justin66 10y ago
The good experiences don't especially matter in evaluating the quality of a support organization, the outliers do. It kind of goes without saying that any support organization will not completely hose everyone who calls. Most cases are easy, most people on the front lines know what they're doing well enough to handle the easy cases, most supervisors can spot a mistake and fix things. That's not excellence, that's the baseline. The difficulty involved in the outlier cases getting a proper escalation up the chain of command to someone empowered to make the right decision is how to measure the value of a support organization.