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I realise that you probably aren't able to contact the customer yourself, but someone needs to tell the guy clearly what Google thinks the issue is (support say

by Nition 9y ago

I realise that you probably aren't able to contact the customer yourself, but someone needs to tell the guy clearly what Google thinks the issue is (support saying "according to an entry on the help forum..." isn't exactly conclusive although at least they're trying), refund him for the six months, and suggest any possible workaround. Because there's no direct contact from anyone beyond level 2 support, the guy is stuck in limbo without being able to know where his issue is in the realm between "about to be fixed" and "never." On the other hand, it's nice that there is actually a team on this and that it's not just support palming him off. Problem is there's no way for the guy to know that. If I keep telling you that Santa is urgently working on some presents for six months eventually you're gonna stop believing.

deleted 9y ago
[deleted]
icelancer 9y ago
>probably aren't able to contact the customer yourself AKA don't have the courage to do it.
- victorhooi 9y ago
  That's a bit disingenuous. It's also quite easy to take cheap potshots behind the anonymity of pseudonyms. The customer has unfortunately left zero details with which to contact them - my details are on HN, anybody is free to PM me, and I'm happy to see what I can do internally.
  - consz 9y ago
    Zero details? Surely you have his email? How else is the Google support person he's talking to able to reply to him?
    - Mithaldu 9y ago
      I think he means "on that list", not in actual comms with google.
      - consz 9y ago
        The person I'm replying to said he works on the Google Drive team, so I presume he also is able to get the actual comms between Google and the customer.
        tomkarlo 9y ago
        Not necessarily, at least easily. Customer comms often contain PII, so they're not just widely available to anyone interested due to privacy concerns. Unless you're on a ticket related to that specific customer's issue, it's very hard to get that info (and it should be.) Even then, PII like the email address may be obfuscated in the ticket.

by Nition 9y ago

deleted 9y ago

[deleted]

icelancer 9y ago

>probably aren't able to contact the customer yourself AKA don't have the courage to do it.

victorhooi 9y ago
That's a bit disingenuous. It's also quite easy to take cheap potshots behind the anonymity of pseudonyms. The customer has unfortunately left zero details with which to contact them - my details are on HN, anybody is free to PM me, and I'm happy to see what I can do internally.
- consz 9y ago
  Zero details? Surely you have his email? How else is the Google support person he's talking to able to reply to him?
  - Mithaldu 9y ago
    I think he means "on that list", not in actual comms with google.
    - consz 9y ago
      The person I'm replying to said he works on the Google Drive team, so I presume he also is able to get the actual comms between Google and the customer.
      - tomkarlo 9y ago
        Not necessarily, at least easily. Customer comms often contain PII, so they're not just widely available to anyone interested due to privacy concerns. Unless you're on a ticket related to that specific customer's issue, it's very hard to get that info (and it should be.) Even then, PII like the email address may be obfuscated in the ticket.