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I'm genuinely sorry to hear that. Our analysts are looking into the issue described in the article, hopefully we find something we can fix that will resolve thi

I'm genuinely sorry to hear that. Our analysts are looking into the issue described in the article, hopefully we find something we can fix that will resolve this.

joering2 7y ago
Since you profile claims you are from Google, you should know by helping here you really doing disservice to everyone else having same problems. Hacker News is not a “gmail customer support hotline center”. You have billions of dollars to setup a system or heck the whole state of the art department to help people with their gmail problem. So you will help two people on HN bitching at gmail.. what about all those that never heard of HN? Sorry friend you doing this only because at some degree google and gmail obviously does not want to look bad to tech society. /rant
- 7Z7 7y ago
  That all depends entirely on whether the "fix" is white-listing the two responders somehow, or flagging the larger issue to the correct team and figuring something more general out.
- deleted 7y ago
  [deleted]
- amenod 7y ago
  Not sure why you are being downvoted, you have a point. There is no excuse for the way Google is operating now - poor customer support, the only recourse twits and HN posts. I think it also hurts Google themselves. There is a reason they have trouble competing with AWS. Why should developers trust Google that there will be a person on the other side helping them out when things go wrong? And they always do, at worst possible time. Amazon, for all its problems, has excellent customer service. So your parent's attempt to fix this is a PR stunt at best. If they (/Google) care about this, they should fix the problems in the process: - define, hardcode and publish rules that will lead to successfull e-mail delivery (SPF, DKIM, history,...) - establish a gmail technical customer support service And they should stop with preferential treatment of those who shame them publicly. Or do they want all of us to start doing the same?
  - newsoul2019 7y ago
    I don't think you can have an open, healthy email ecosystem, when the parties involved (the people running and managing email infrstructure) can't communicate with each other and get help.
  - usefulcat 7y ago
    > Or do they want all of us to start doing the same? An increase in public shamings probably means that public shamings become less news- or interest-worthy. So an increase in shamings might not have as much effect as you might expect.
    - danielparks 7y ago
      That’s true, but I don’t think we're anywhere near there yet. Especially when it comes to the mainstream — most people outside of tech don’t have any idea this is a problem. (FWIW, I don’t seem to have this problem in a significant way, but that might be because I have DMARC set up.)
      - sumosudo 7y ago
        hmmmm, so do I and still my emails are unsolicited.
  - WrtCdEvrydy 7y ago
    > they should stop with preferential treatment of those who shame them publicly That's the only way companies care in the 21st century, 3 weeks on an email thread, one tweet and suddenly everyone cares.
  - CamperBob2 7y ago
    Their customer support is just fine. Only trouble is, we're not the customer, we're the product. (And no, I'm not interested in hearing about how that's a hackneyed worn-out cliché, or whatever, given that it's a true statement. Downvote and move on.) A big part of the problem with Google taking everything over is that only in very limited situations -- the service formerly known as YouTube Red, for instance -- are we given the ability to actually conduct business with them as a paying customer. Conventionally, Google users don't even rise to the status of sharecroppers, since we're the "crops" being sold to advertisers. They expect us to depend on them for the everyday conduct of our personal lives and careers, yet the only way to appeal for help is to start a shitstorm on Twitter or HN and hope somebody notices.
- tomComb 7y ago
  In his first post (above) he said that he is from Google but he is not acting in any official capacity here. It is not Google support, it is just an employee giving some insight on his own time. What is wrong with that?
- dvfjsdhgfv 7y ago
  I agree with your message except the motivation part - you can't question that particular person's motives. It may very well be they care just like many other people at Google do, even though the management doesn't.
pfortuny 7y ago
Let’s say conforming to usual behaviors? That is simply what the article is asking for.
fmx 7y ago
I struggle to see how your analysts could do this without looking into specific instances of the problem. Perhaps you intend to contact the author of the article to ask for this. That might work in this case, but in the general case there is absolutely no way for people to report this problem to Google! Yes, I'm yet another person with the same problem as the author of the article - running my own mail server for years, only I send mail from it, very low volume, everything set up properly, etc. The difference is that my emails go to spam, rather than being rejected by the SMTP servers, which to me is even worse, since I never know whether an email I sent to GMail has been delivered or not. Since GSuite is so popular now, I never know this for any unfamiliar domain, unless I do an MX lookup. You say all the right words, but Google's actions on this issue (or lack thereof) speak much louder. It's very difficult to believe that the situation will improve and many comments here reflect this skepticism.

I'm genuinely sorry to hear that. Our analysts are looking into the issue described in the article, hopefully we find something we can fix that will resolve this.

joering2 7y ago

Since you profile claims you are from Google, you should know by helping here you really doing disservice to everyone else having same problems. Hacker News is not a “gmail customer support hotline center”. You have billions of dollars to setup a system or heck the whole state of the art department to help people with their gmail problem. So you will help two people on HN bitching at gmail.. what about all those that never heard of HN? Sorry friend you doing this only because at some degree google and gmail obviously does not want to look bad to tech society. /rant

7Z7 7y ago
That all depends entirely on whether the "fix" is white-listing the two responders somehow, or flagging the larger issue to the correct team and figuring something more general out.
deleted 7y ago
[deleted]
amenod 7y ago
Not sure why you are being downvoted, you have a point. There is no excuse for the way Google is operating now - poor customer support, the only recourse twits and HN posts. I think it also hurts Google themselves. There is a reason they have trouble competing with AWS. Why should developers trust Google that there will be a person on the other side helping them out when things go wrong? And they always do, at worst possible time. Amazon, for all its problems, has excellent customer service. So your parent's attempt to fix this is a PR stunt at best. If they (/Google) care about this, they should fix the problems in the process: - define, hardcode and publish rules that will lead to successfull e-mail delivery (SPF, DKIM, history,...) - establish a gmail technical customer support service And they should stop with preferential treatment of those who shame them publicly. Or do they want all of us to start doing the same?
- newsoul2019 7y ago
  I don't think you can have an open, healthy email ecosystem, when the parties involved (the people running and managing email infrstructure) can't communicate with each other and get help.
- usefulcat 7y ago
  > Or do they want all of us to start doing the same? An increase in public shamings probably means that public shamings become less news- or interest-worthy. So an increase in shamings might not have as much effect as you might expect.
  - danielparks 7y ago
    That’s true, but I don’t think we're anywhere near there yet. Especially when it comes to the mainstream — most people outside of tech don’t have any idea this is a problem. (FWIW, I don’t seem to have this problem in a significant way, but that might be because I have DMARC set up.)
    - sumosudo 7y ago
      hmmmm, so do I and still my emails are unsolicited.
- WrtCdEvrydy 7y ago
  > they should stop with preferential treatment of those who shame them publicly That's the only way companies care in the 21st century, 3 weeks on an email thread, one tweet and suddenly everyone cares.
- CamperBob2 7y ago
  Their customer support is just fine. Only trouble is, we're not the customer, we're the product. (And no, I'm not interested in hearing about how that's a hackneyed worn-out cliché, or whatever, given that it's a true statement. Downvote and move on.) A big part of the problem with Google taking everything over is that only in very limited situations -- the service formerly known as YouTube Red, for instance -- are we given the ability to actually conduct business with them as a paying customer. Conventionally, Google users don't even rise to the status of sharecroppers, since we're the "crops" being sold to advertisers. They expect us to depend on them for the everyday conduct of our personal lives and careers, yet the only way to appeal for help is to start a shitstorm on Twitter or HN and hope somebody notices.
tomComb 7y ago
In his first post (above) he said that he is from Google but he is not acting in any official capacity here. It is not Google support, it is just an employee giving some insight on his own time. What is wrong with that?
dvfjsdhgfv 7y ago
I agree with your message except the motivation part - you can't question that particular person's motives. It may very well be they care just like many other people at Google do, even though the management doesn't.

pfortuny 7y ago

Let’s say conforming to usual behaviors? That is simply what the article is asking for.

fmx 7y ago

I struggle to see how your analysts could do this without looking into specific instances of the problem. Perhaps you intend to contact the author of the article to ask for this. That might work in this case, but in the general case there is absolutely no way for people to report this problem to Google! Yes, I'm yet another person with the same problem as the author of the article - running my own mail server for years, only I send mail from it, very low volume, everything set up properly, etc. The difference is that my emails go to spam, rather than being rejected by the SMTP servers, which to me is even worse, since I never know whether an email I sent to GMail has been delivered or not. Since GSuite is so popular now, I never know this for any unfamiliar domain, unless I do an MX lookup. You say all the right words, but Google's actions on this issue (or lack thereof) speak much louder. It's very difficult to believe that the situation will improve and many comments here reflect this skepticism.