4 ms·

I remember flickr said something like "offer support in a way you know won't scale"

• marrone12 9y ago
  The unfortunate corollary to this is, but when you do finally scale, the care goes out the window.
• savanaly 9y ago
  Is this the advice that nascent Google took? Considering they are infamous for not responding to support requests at all now that they're big, it appears they did put in place a support system that didn't scale.
  • crankylinuxuser 9y ago
    I'd say that "Don't Care, rely on random public people" scales rather well. That's how all retail businesses are approaching as well- get rid of as many people as possible, and replace with fixed cost machines. It's a great advantage from the business side of things, but really sucks with regards to people.
  • knz 9y ago
    Google's Project Fi has good support - live chat, phone, email, and social media. Likewise with YouTube TV. Of course you're paying $35+/month instead of the usual $0-10/month for most of their consumer products.
  • lloydde 9y ago
    My understanding is Google’s support philosophy is the same as everything else: only do things that scale massively; as 1-to-1 support can’t scale, it isn’t included except for services where it’s required to be successful.