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> this will eventually cost them billions of dollars It does - in Google Cloud. This reputation of automated customer service played a non-trivial part in the

> this will eventually cost them billions of dollars It does - in Google Cloud. This reputation of automated customer service played a non-trivial part in the initial lukewarm response enterprise customers gave. The Eng teams at potential customers looked at the way Google treated their marketing teams and steered clear from Google's - sometimes superior - offerings.

bsder 7y ago
> It does - in Google Cloud. More than that, I suspect. I, personally, will NOT allow my team to use any Google service, API, etc. for business purposes as it can be summarily revoked. Microsoft and Amazon can do this too, but it seems like the probability is much lower. I imagine I am not alone.
ufmace 7y ago
Yup. For whatever Amazon's other faults may be, they will do stuff like assign actual human salespeople to your account, who have the time to listen to you and the authority to do things. You can create problem tickets for their services, which go to skilled engineers somewhere that have the time and authority to run down and address any weirdness you encounter with their services. Plus they keep even their old services online for a sort-of ridiculous amount of time to keep up with slow-moving corporate update processes.
- wutbrodo 7y ago
  Is this not the case for GCP? I recently switched to a company running on GCP and I don't have tons of exposure to our infra, but from what I've seen, GCP reps are VERY hands-on. Even in my non-infra role, I've been exposed to several different instances of them being hands on: in setting us up, in discussing our resource needs (we're a very heavy GPU compute customer), in tracking down issues (even when the problem is likely on our end).
  - ufmace 7y ago
    I don't actually know - I haven't used it myself. I've read a few comments in various places suggesting that GCP support is as nonexistent as the support for other Google services. I think somebody said they were hosting their whole company's data and services on GCP, and their entire company's account was killed because supposedly some malicious activity was detected. No details of what the activity was or why it was thought to be malicious, just poof, all of your servers and data gone, and nobody you can talk to about it. It's possible that was misleading or they've improved since then, I don't know. Your claim that they do have quality support for corporate accounts is an interesting point on the other side though.
    - wutbrodo 7y ago
      Yea I wouldn't take my experience as too dispositive: I gather that my relatively small company punches significantly above their weight in terms of compute needs, and I only have relatively tangential exposure to our interactions with GCP. It's just that those tangential data points have all happened to point in the direction of robust and responsive support.
  - mavelikara 7y ago
    They now do. Especially under TK I expect this to improve. But the reputation cost Google much in the initial days of the GCP.

bsder 7y ago

> It does - in Google Cloud. More than that, I suspect. I, personally, will NOT allow my team to use any Google service, API, etc. for business purposes as it can be summarily revoked. Microsoft and Amazon can do this too, but it seems like the probability is much lower. I imagine I am not alone.

ufmace 7y ago

Yup. For whatever Amazon's other faults may be, they will do stuff like assign actual human salespeople to your account, who have the time to listen to you and the authority to do things. You can create problem tickets for their services, which go to skilled engineers somewhere that have the time and authority to run down and address any weirdness you encounter with their services. Plus they keep even their old services online for a sort-of ridiculous amount of time to keep up with slow-moving corporate update processes.

wutbrodo 7y ago
Is this not the case for GCP? I recently switched to a company running on GCP and I don't have tons of exposure to our infra, but from what I've seen, GCP reps are VERY hands-on. Even in my non-infra role, I've been exposed to several different instances of them being hands on: in setting us up, in discussing our resource needs (we're a very heavy GPU compute customer), in tracking down issues (even when the problem is likely on our end).
- ufmace 7y ago
  I don't actually know - I haven't used it myself. I've read a few comments in various places suggesting that GCP support is as nonexistent as the support for other Google services. I think somebody said they were hosting their whole company's data and services on GCP, and their entire company's account was killed because supposedly some malicious activity was detected. No details of what the activity was or why it was thought to be malicious, just poof, all of your servers and data gone, and nobody you can talk to about it. It's possible that was misleading or they've improved since then, I don't know. Your claim that they do have quality support for corporate accounts is an interesting point on the other side though.
  - wutbrodo 7y ago
    Yea I wouldn't take my experience as too dispositive: I gather that my relatively small company punches significantly above their weight in terms of compute needs, and I only have relatively tangential exposure to our interactions with GCP. It's just that those tangential data points have all happened to point in the direction of robust and responsive support.
- mavelikara 7y ago
  They now do. Especially under TK I expect this to improve. But the reputation cost Google much in the initial days of the GCP.