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Doesn’t matter if you are a large company Google doesn’t want to talk to you. Just like Microsoft used to write horrible code hoping that someday someone would

Doesn’t matter if you are a large company Google doesn’t want to talk to you. Just like Microsoft used to write horrible code hoping that someday someone would invent a compiler good enough to optimize it, Google doesn’t want to talk to you and is hoping one day to have an AI that is good enough to speak to people. When I was as Tumblr we were just as helpless and subject to the whims of Googlebot as a mom and pop. One day Google decided to ramp up our Googlebot rate ten times. This significant because they were already a double-digit percentage of our traffic, so going 10x placed an unexpected and worrisome strain on our backends. They only way we could get them to throttle back was through personal contacts people had with people over there. We didn’t want to tweet out to them and advertise we were under stress because it would bring out all the weirdos to ddos us (we even had to adopt rules to not talk about company holidays and offsites until after they happened because people would monitor our blogs and ramp up their bots when they thought we were out of the office) Adopting Kubernetes at my current employer we had many discussions about going with AWS or Google Cloud. What it always came down to is AWS has support where we can write/chat/phone someone at any time and get a solution to your problem, and Google Cloud can only offer our account rep’s email address.

cannonedhamster 8y ago
We've had issues with Google and we're a peered network backbone. Literally took knowing someone to get them to fix DOSing our customer with one of their servers not liking our DNS entries. Never found out what happened either.
- metildaa 8y ago
  Sounds like a solid reason to null route the offending netblock or depeer entirely. If Google is hosting an abusive user/users and isn't willing to remediate the issue, there is no reason to glad hand them.
  - cannonedhamster 8y ago
    Unfortunately this was Google DNS itself munging DNS requests on a few of their servers. Not much we could do about it.
mentat 8y ago
This is just false in many ways. Paid support for GCP is decent and if you can pay for the higher levels, even better. I've spoken with engineering teams in GCP about issues several times after support escalation. On consumer side, if you buy Google drive you get phone, email, and chat for all questions. Google Fi is the same.
dredmorbius 8y ago
I'm absolutely not a fan of Microsoft. But, some years back when I discovered problems with an online service of theirs, I cold called the switchboard, asked for the VP of the business unit, who picked up on the first ring, chatted for a few minutes, told me to expect a call from the product manager, who rang within 15 minutes, and worked with me for 6 weeks as they addressed (and I monitored) the problem, to satifaactory resolution. Entirely unlike Google.

cannonedhamster 8y ago

We've had issues with Google and we're a peered network backbone. Literally took knowing someone to get them to fix DOSing our customer with one of their servers not liking our DNS entries. Never found out what happened either.

metildaa 8y ago
Sounds like a solid reason to null route the offending netblock or depeer entirely. If Google is hosting an abusive user/users and isn't willing to remediate the issue, there is no reason to glad hand them.
- cannonedhamster 8y ago
  Unfortunately this was Google DNS itself munging DNS requests on a few of their servers. Not much we could do about it.

mentat 8y ago

This is just false in many ways. Paid support for GCP is decent and if you can pay for the higher levels, even better. I've spoken with engineering teams in GCP about issues several times after support escalation. On consumer side, if you buy Google drive you get phone, email, and chat for all questions. Google Fi is the same.

dredmorbius 8y ago

I'm absolutely not a fan of Microsoft. But, some years back when I discovered problems with an online service of theirs, I cold called the switchboard, asked for the VP of the business unit, who picked up on the first ring, chatted for a few minutes, told me to expect a call from the product manager, who rang within 15 minutes, and worked with me for 6 weeks as they addressed (and I monitored) the problem, to satifaactory resolution. Entirely unlike Google.