4 ms·

> Google doesn't fix the problem -> They don't care about their users. They suck. > Google fixes the problem -> Yes, but how many users suffered the problem be

by 394549 8y ago

> Google doesn't fix the problem -> They don't care about their users. They suck. > Google fixes the problem -> Yes, but how many users suffered the problem before? They suck. You're missing the point. It's not about whether they fixed the problem or not, but but what has to happen to get them to even take a look when someone has a problem.

severino 8y ago
Well, for me, having a company as big as Google providing a solution and commiting to fix the problem a few days after the guy reported the issue on his blog, is quite a good response. It could be better, but we're not talking about the startup with 10 employees and 300 customers.
- phil21 8y ago
  This attitude is utterly baffling to me. You are actually happy that Google only provided support because someone got media attention after ranting about it on a blog. Had this guy never been able to post and get traction, this would still be a problem today. If anyone reads this story and says "huh, I think that was great customer service by Google!" I can only hope they are my competitor and hope they move all services to Google as quickly as possible. Where Google would have actually had good customer service? By resolving this without need exceedingly extraordinary means to enact any action whatsoever. Most will never get such attention to their case, and will be told to pound sand. All I can say is I never want to live in your world. This reminds me of the hosting shops of yesteryear that would post "marketing videos" of their staff taking support tickets while on the road with their Sidekicks. Sorry man - that's horrible level support - if you don't have the staff and processes in place for me to call 24x7 I don't want to do business with you. Pulling to the side of the road and typing on 3G is not heroic support - it's a sign of a horribly managed company. Same exact deal here with Google.
- 394549 8y ago
  > Well, for me, having a company as big as Google providing a solution and commiting to fix the problem a few days after the guy reported the issue on his blog, is quite a good response. If that's a "quite a good response," your expectations are way too low. > after the guy reported the issue on his blog He had no other option except to "report" it that way, and it was a shot in the dark. Google isn't monitoring all the blogs of the world for when people have issues. He's outrageously lucky. > but we're not talking about the startup with 10 employees and 300 customers. Yeah, we're not. Google really ought to have fully-staffed support call centers by now, complete with front-line people who can unlock accounts and escalate to engineers when there's a major issue. The fact that Google doesn't have anything even comparable to that it why their support is atrocious.

by 394549 8y ago

severino 8y ago

Well, for me, having a company as big as Google providing a solution and commiting to fix the problem a few days after the guy reported the issue on his blog, is quite a good response. It could be better, but we're not talking about the startup with 10 employees and 300 customers.

phil21 8y ago
This attitude is utterly baffling to me. You are actually happy that Google only provided support because someone got media attention after ranting about it on a blog. Had this guy never been able to post and get traction, this would still be a problem today. If anyone reads this story and says "huh, I think that was great customer service by Google!" I can only hope they are my competitor and hope they move all services to Google as quickly as possible. Where Google would have actually had good customer service? By resolving this without need exceedingly extraordinary means to enact any action whatsoever. Most will never get such attention to their case, and will be told to pound sand. All I can say is I never want to live in your world. This reminds me of the hosting shops of yesteryear that would post "marketing videos" of their staff taking support tickets while on the road with their Sidekicks. Sorry man - that's horrible level support - if you don't have the staff and processes in place for me to call 24x7 I don't want to do business with you. Pulling to the side of the road and typing on 3G is not heroic support - it's a sign of a horribly managed company. Same exact deal here with Google.
394549 8y ago
> Well, for me, having a company as big as Google providing a solution and commiting to fix the problem a few days after the guy reported the issue on his blog, is quite a good response. If that's a "quite a good response," your expectations are way too low. > after the guy reported the issue on his blog He had no other option except to "report" it that way, and it was a shot in the dark. Google isn't monitoring all the blogs of the world for when people have issues. He's outrageously lucky. > but we're not talking about the startup with 10 employees and 300 customers. Yeah, we're not. Google really ought to have fully-staffed support call centers by now, complete with front-line people who can unlock accounts and escalate to engineers when there's a major issue. The fact that Google doesn't have anything even comparable to that it why their support is atrocious.