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The moment you have direct support you have to respond to all of the above. There is no way to create a support team that just handles the clueful people. Sure

The moment you have direct support you have to respond to all of the above. There is no way to create a support team that just handles the clueful people. Sure. But if my little businesses, with only a few people and a modest budget available to do literally everything, can manage to treat our customers with more attention and respect than one of the richest and most powerful businesses in the world, something is wrong. Its impossible to provide human support at the level that google is playing. =/ Sorry, but I simply don't buy that. Google have grown huge and incomprehensibly rich thanks in part to technology but also in part to refusing to communicate with individuals when things go wrong (and, frankly, hoping they don't actually get called on it because it's not efficient for every little advertiser to sue for that $50 back when Google served their ads on obviously inappropriate sites or whatever). Like Facebook and other big organisations which have become highly influential through their scale and pseudo-monopoly status, Google now need to hire, train and support people -- lots of people -- in order to provide an acceptable level of communication if those dealing with them have problems. If they can't do that then IMHO they should be sued, regulated or otherwise impaired until sufficient incentive/deterrent exists. The cost of letting these huge, influential organisations literally destroy businesses or wreck lives through their negligence is simply too high to allow the status quo to continue.

sdrinf 9y ago
| Sure. But if my little businesses, with only a few people and a modest budget available to do literally everything, can manage to treat our customers with more attention and respect than one of the richest and most powerful businesses in the world, something is wrong. 2.2 Billion users. 74,000 employees. That's 300,000 users per employee. Converting Google's entire current operation into customer support, and assuming 1 ticket per year per customer, would require every Google employee to solve 1.7 tickets per minute (365/8) to keep up. Assuming a 5 minute ticket resolution (and still 1 ticket per year per user) would require 500,000 trained customer support personal to support that; assuming $20K per year, that equals to ~$10B. Google's profit was ~20B last year. This is not very likely to happen; and conditional it does, it would kill very large parts of the IT sector. Can we kindly attempt to actually get to a solution that is actually mutually acceptable by all parties for this?
- Silhouette 9y ago
  Clearly Google need to hire a lot more people if they are going to provide an acceptable level of support. If that means their profits are significantly reduced, but they finally provide an acceptable standard of communications, I have no problem with that. How much of that $20B profit came from mistakes that hurt other people, which they only got away with because they didn't communicate and it wasn't worth suing them? The current solution isn't acceptable either.

sdrinf 9y ago

| Sure. But if my little businesses, with only a few people and a modest budget available to do literally everything, can manage to treat our customers with more attention and respect than one of the richest and most powerful businesses in the world, something is wrong. 2.2 Billion users. 74,000 employees. That's 300,000 users per employee. Converting Google's entire current operation into customer support, and assuming 1 ticket per year per customer, would require every Google employee to solve 1.7 tickets per minute (365/8) to keep up. Assuming a 5 minute ticket resolution (and still 1 ticket per year per user) would require 500,000 trained customer support personal to support that; assuming $20K per year, that equals to ~$10B. Google's profit was ~20B last year. This is not very likely to happen; and conditional it does, it would kill very large parts of the IT sector. Can we kindly attempt to actually get to a solution that is actually mutually acceptable by all parties for this?

Silhouette 9y ago
Clearly Google need to hire a lot more people if they are going to provide an acceptable level of support. If that means their profits are significantly reduced, but they finally provide an acceptable standard of communications, I have no problem with that. How much of that $20B profit came from mistakes that hurt other people, which they only got away with because they didn't communicate and it wasn't worth suing them? The current solution isn't acceptable either.