5 ms·

I don't know why they can't just hire a bunch of people to take care of stuff like this, like this is so ridiculous that I'm pretty sure someone could make a su

by sct202 7y ago

I don't know why they can't just hire a bunch of people to take care of stuff like this, like this is so ridiculous that I'm pretty sure someone could make a successful start-up to pay Googlers to enter internal tickets on behalf of people having issues with Google accounts/services.

glitchc 7y ago
It’s obvious that Google doesn’t want to incur the cost of client support staff.
- luckylion 7y ago
  I'm sure that lots of people would be happy to pay good money for plenty of support issues if that meant not having to use the terrible Google help pages and issue forms, and not having to wait a week or ten for a response.
  - glitchc 7y ago
    Agreed. It's the main reason why I've refrained from using Google for business activities, otherwise it would be a no-brainer. If something breaks, I need to be able to call or email someone and receive a response within 24 hours. Anything else is just not tenable from a reliability perspective.
    - v7p1Qbt1im 7y ago
      If you use Google services for business activities you‘d presumably pay for a support tier. For the consumer side I suspect, with over 2 billion users, it‘s pretty much impossible to offer human support at scale. That‘s not even taking into account malicious actors that would use the support as an attack vector. I might be mistaken. Is there an example of a company with that big a user base which offers human support for everyone?
      - luckylion 7y ago
        I suppose you can argue users vs customers, but Amazon does a much better job. Their support isn't perfect, it's off-shored, but it's still good enough for most purposes, I think.
  - dmoy 7y ago
    This user is explicitly not paying for that old account. If you do pay for an account, you can get slightly better support. But the account in question is closed for non-payment.
- sct202 7y ago
  They're ruining so much goodwill that they've built up over the years by cheaping out on customer support that even customer hostile companies like Comcast do better.
jtwaleson 7y ago
They can afford it, they just don't value it. If your org thinks this way, then Customer Support will not be a place where your best people end up (this goes for all levels in the organization). Consequently, if the CS department does not have the respect or mandate from top-management, the other departments will ignore issues that CS brings up and it will be even less empowered. And Google already has tech abandonment issues that make support super difficult. Google support employees: I feel for you. Compare this with Amazon that publicly claims placing customer service above all else. At least if you work in CS there, you have the feeling that you are always a fundamental part of the company.

by sct202 7y ago

glitchc 7y ago

It’s obvious that Google doesn’t want to incur the cost of client support staff.

luckylion 7y ago
I'm sure that lots of people would be happy to pay good money for plenty of support issues if that meant not having to use the terrible Google help pages and issue forms, and not having to wait a week or ten for a response.
- glitchc 7y ago
  Agreed. It's the main reason why I've refrained from using Google for business activities, otherwise it would be a no-brainer. If something breaks, I need to be able to call or email someone and receive a response within 24 hours. Anything else is just not tenable from a reliability perspective.
  - v7p1Qbt1im 7y ago
    If you use Google services for business activities you‘d presumably pay for a support tier. For the consumer side I suspect, with over 2 billion users, it‘s pretty much impossible to offer human support at scale. That‘s not even taking into account malicious actors that would use the support as an attack vector. I might be mistaken. Is there an example of a company with that big a user base which offers human support for everyone?
    - luckylion 7y ago
      I suppose you can argue users vs customers, but Amazon does a much better job. Their support isn't perfect, it's off-shored, but it's still good enough for most purposes, I think.
- dmoy 7y ago
  This user is explicitly not paying for that old account. If you do pay for an account, you can get slightly better support. But the account in question is closed for non-payment.
sct202 7y ago
They're ruining so much goodwill that they've built up over the years by cheaping out on customer support that even customer hostile companies like Comcast do better.

jtwaleson 7y ago

They can afford it, they just don't value it. If your org thinks this way, then Customer Support will not be a place where your best people end up (this goes for all levels in the organization). Consequently, if the CS department does not have the respect or mandate from top-management, the other departments will ignore issues that CS brings up and it will be even less empowered. And Google already has tech abandonment issues that make support super difficult. Google support employees: I feel for you. Compare this with Amazon that publicly claims placing customer service above all else. At least if you work in CS there, you have the feeling that you are always a fundamental part of the company.