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As a paying customer of Google Apps, I have an incredibly difficult time getting decent customer support for the paid services, so I wouldn't hold my breath. Al

by rufugee 16y ago

As a paying customer of Google Apps, I have an incredibly difficult time getting decent customer support for the paid services, so I wouldn't hold my breath. Also, in the past I have submitted tickets for other free service like Analytics and they have gone unanswered each and every time. Google is great at innovating, but their support story is pathetic. It's the big reason we stopped a 1000-person migration and stuck withbExchange (except for a small group of techies).

gcb 16y ago
As a sucker who bought a phone from google, i'd say Stay away from anything critical from them! still finds it difficult to answer a simple phone call if the phone is charging for more then 10min. As i have to lock the screen, then unlock (to work around a software bug in the touch driver), enter the password (damn work email), and finally, slide to answer (or more likely, see who called and call them back)
- timdorr 16y ago
  You didn't buy a phone from Google, you bought it from HTC (I assume this is the Nexus One, the same as I have) with heavy Google branding on it. If you want to get hardware support, you'll go through HTC directly. Learn your lesson that HTC has shitty component quality and never buy from them again. Google just makes the software, which works fine. The hardware in the Nexus One is another story... As soon as some good dual core phones ship this year, I'm jumping ship off the HTC boat.
  - quadhome 16y ago
    Those sure sounded like software complaints...
  - gcb 16y ago
    the store was on google.com google billed my Credit card. google posted several videos bragging how they had control on the device creation. (ironically, there was even one devoted to quality control of the device) And yes, the other reply is correct. most of them are software issues.
alexqgb 16y ago
Agreed and given a hard upvote. Any situation that requires talking to a human at Google is the epitome of "you're completely screwed."
boredguy8 16y ago
I've never had a substantial delay in an "outage" situation when I call support, and I've never, except once, waited more than 2 days for a service / technical issue that's not resulting in an outage via email support. The one time the delay went longer, I called our account rep and had a response within a few hours. I've also seen changes to services based on suggestions we've made. I can't imagine the Education support is better than the Business support.
conover 16y ago
To give a counter-anecdote, the organization I work for bought several Google Search Appliances and we have had excellent support. Granted, GSAs are not cheap. However, I do think Google has the organizational capacity to provide good support when they want to.
stcredzero 16y ago
Google is great at innovating, but their support story is pathetic. They should create a customer support "marketplace" for particular services where customer service is key, then outsource customer support. This should be structured so that Google could comparison shop different providers on a kind of "spot" market.

by rufugee 16y ago

gcb 16y ago

As a sucker who bought a phone from google, i'd say Stay away from anything critical from them! still finds it difficult to answer a simple phone call if the phone is charging for more then 10min. As i have to lock the screen, then unlock (to work around a software bug in the touch driver), enter the password (damn work email), and finally, slide to answer (or more likely, see who called and call them back)

timdorr 16y ago
You didn't buy a phone from Google, you bought it from HTC (I assume this is the Nexus One, the same as I have) with heavy Google branding on it. If you want to get hardware support, you'll go through HTC directly. Learn your lesson that HTC has shitty component quality and never buy from them again. Google just makes the software, which works fine. The hardware in the Nexus One is another story... As soon as some good dual core phones ship this year, I'm jumping ship off the HTC boat.
- quadhome 16y ago
  Those sure sounded like software complaints...
- gcb 16y ago
  the store was on google.com google billed my Credit card. google posted several videos bragging how they had control on the device creation. (ironically, there was even one devoted to quality control of the device) And yes, the other reply is correct. most of them are software issues.

alexqgb 16y ago

Agreed and given a hard upvote. Any situation that requires talking to a human at Google is the epitome of "you're completely screwed."

boredguy8 16y ago

I've never had a substantial delay in an "outage" situation when I call support, and I've never, except once, waited more than 2 days for a service / technical issue that's not resulting in an outage via email support. The one time the delay went longer, I called our account rep and had a response within a few hours. I've also seen changes to services based on suggestions we've made. I can't imagine the Education support is better than the Business support.

conover 16y ago

To give a counter-anecdote, the organization I work for bought several Google Search Appliances and we have had excellent support. Granted, GSAs are not cheap. However, I do think Google has the organizational capacity to provide good support when they want to.

stcredzero 16y ago

Google is great at innovating, but their support story is pathetic. They should create a customer support "marketplace" for particular services where customer service is key, then outsource customer support. This should be structured so that Google could comparison shop different providers on a kind of "spot" market.