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> A few lawsuits and some really bad publicity might make them change their tune. I'm not sure about that. Google's crappy support is deeply, deeply embedded i

> A few lawsuits and some really bad publicity might make them change their tune. I'm not sure about that. Google's crappy support is deeply, deeply embedded in their culture -- for all the benefits, it's one of the downsides of their PhD-heavy, engineering-first mentality, because engineers and academics loathe dealing with people, and to the extent that it's necessary for some system, regard that as a sign that system was improperly designed. Google would need a major culture shift to start having good support, and unfortunately it's the exact kind of culture shift that would anger and alienate a lot of Googlers. Don't count on this changing anytime soon.

kunglao 7y ago
That's one lousy excuse for a corporation like Google. This has nothing to do with them being PhD-heavy or engineering-first? (what engineering-first are you referring to btw?) The reason for this is the nature of their business. It's a calculated decision by them in terms of how much is worth spending on support without taking an actual hit to their margins.