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Would love to hear if someone actually has had a positive support experience with Google. My company has faced a bug in their location dashboard for over a yea

Would love to hear if someone actually has had a positive support experience with Google. My company has faced a bug in their location dashboard for over a year. We support local businesses and often get asked to update their Google business details. We're unable to delegate location dashboard access inside our Apps domain. My partner can send the invite to any gmail account, but can't send access to me inside the company. I can't even access my own company's panel through my paid Apps account. We've had calls, emails, sent tweets. Repeatedly asked for supervisors or for the issue to be forwarded to an engineer. The typical response is to get blamed or deal with support confusion in India over what we're trying to achieve. The end result of 'partner' support? They gave a 2 hour notice over a major rebrand to GSuite. The only way they could do it better is send us a postcard simply saying 'FUCK YOU!', and in smallprint 'but thanks for your money and information'. As said in other threads on this topic, Comcast offers better support. That's telling.

Yhippa 10y ago
n=1 but I've had many good experiences with Google so far. I'm a Project Fi user and their support has been very good. Now some of Google's processes are subpar and have caused me to have to use their support (for this and other products) but in general they've made things right. Amazon's is some of the best I've used. Apple's can be good but I have had some poor experiences with them that have knocked them down a peg or two. The jury is out on Uber for me. I've had to fight to get some stuff fixed or done right but they eventually get it done.
throwaway70341 10y ago
I have had mostly positive support experiences for Google Cloud. Granted, my employer is a big customer so Google is making a lot of money out of the relationship, and gcloud is a new and growing platform that you can tell Google is actively investing in (unlike say, Gmail). High-priority support tickets typically get a very fast response, although it may take several days to debug the issue and fully resolve it. The technical support people are very open about infrastructure issues on their side (although sometimes they don't publicly announce them as early as I'd like). They sometimes even help debug issues in our code when we determine that the problem isn't on Google's side. We get invited to participate in user feedback meetings (through Google Hangouts of course). During these, we make feature requests that often eventually show up in releases and help prioritize features that are already planned or under development. I've even had one-on-one meetings with gcloud product managers. Google BigQuery's public issue tracker[0] is also pretty decent. All that being said, this is a (very welcome) exception for Google. Every time I've had to interact with the support system of a non-gcloud Google product/service I've walked away disappointed. [0]: https://code.google.com/p/google-bigquery/ https://code.google.com/p/google-bigquery/
- joecool1029 10y ago
  To be fair, I'd expect Cloud to have better support since they are competing (and losing) against AWS and Azure. We won't be in a rush to use Google Cloud, even with the savings.... just knowing they are waiting to pull the rug out from under us once they start to gain market dominance or change course is a massive turnoff.

Yhippa 10y ago

n=1 but I've had many good experiences with Google so far. I'm a Project Fi user and their support has been very good. Now some of Google's processes are subpar and have caused me to have to use their support (for this and other products) but in general they've made things right. Amazon's is some of the best I've used. Apple's can be good but I have had some poor experiences with them that have knocked them down a peg or two. The jury is out on Uber for me. I've had to fight to get some stuff fixed or done right but they eventually get it done.

throwaway70341 10y ago

I have had mostly positive support experiences for Google Cloud. Granted, my employer is a big customer so Google is making a lot of money out of the relationship, and gcloud is a new and growing platform that you can tell Google is actively investing in (unlike say, Gmail). High-priority support tickets typically get a very fast response, although it may take several days to debug the issue and fully resolve it. The technical support people are very open about infrastructure issues on their side (although sometimes they don't publicly announce them as early as I'd like). They sometimes even help debug issues in our code when we determine that the problem isn't on Google's side. We get invited to participate in user feedback meetings (through Google Hangouts of course). During these, we make feature requests that often eventually show up in releases and help prioritize features that are already planned or under development. I've even had one-on-one meetings with gcloud product managers. Google BigQuery's public issue tracker[0] is also pretty decent. All that being said, this is a (very welcome) exception for Google. Every time I've had to interact with the support system of a non-gcloud Google product/service I've walked away disappointed. [0]: https://code.google.com/p/google-bigquery/ https://code.google.com/p/google-bigquery/

joecool1029 10y ago
To be fair, I'd expect Cloud to have better support since they are competing (and losing) against AWS and Azure. We won't be in a rush to use Google Cloud, even with the savings.... just knowing they are waiting to pull the rug out from under us once they start to gain market dominance or change course is a massive turnoff.