4 ms·

I found this: "Update: holy cheeseballs, they've been pulled already! Took less than 5 minutes from first contact to pull!" utterly amazing. That goes against .

by unwind 16y ago

I found this: "Update: holy cheeseballs, they've been pulled already! Took less than 5 minutes from first contact to pull!" utterly amazing. That goes against ... well, pretty much everything I've ever heard about Google's speed and ability to respond to humans saying something. Too bad it was over a security incident, but at least it proves that Google can react.

trezor 16y ago
Actually, reading the thread on the Android subreddit one of the affected developers said he filed complaints over a week ago with no reponse nor action taken. That is until it reached the (Android sub?)reddit-frontpage. Google doesn't really do as much customer-service as it does PR-management, and that seems to be the way Google usually handles these things. Very few problems are addressed before they turn into high-profile cases of bad publicity. And really: That is pretty bad. Let's not let Google-fanboyism blind us from the facts: Google is one of the worst companies on the planet when it comes to customer-service.
- jodrellblank 16y ago
  Very few problems are addressed before they turn into high-profile cases. Really? How would you tell if that wasn't true?
  - trezor 16y ago
    Good question. If I should answer it 100% honestly, I would say I've reached that conclusion trough very unscientific means: personal experience and a possible "postive" conformational bias. Examples of this would be me having issues with Google services or applications, Googling for answers and then finding forum-posts on the Google forums discussing the problem. These posts would mainly consist of 3 things: 1. Original poster asking for advice on a problem he has. 2. Other people experiencing the same problem, stating so and in some cases offering workarounds of various quality and reliability. 3. A complete lack of response from Google's end. No confirmation that it is a known bug with or without workarounds or a confirmation that this is a bug and that it is being investigated. Nothing. These threads, when I find them, tends to be at least a year old if not more, with a staggering amount of people experiencing the same problem and all this with the issue at hand remaining unfixed. To quote a comment I read in one of those threads: "It's pretty obvious that Google doesn't listen and Google doesn't care". Moving back to your question: "How would you tell if that wasn't true?". I guess in these cases I actually wouldn't, so it is indeed a good question. But I know that for all the issues I've had, I still have them and they are still entirely unadressed by Google. Reporting problems to Google feels like showeling data into a write-only device and I can't think of any company I've dealt with which has had such a complete absence from its customers when it comes the products and services it offers. None. Things like reliable customer service is why companies likes to send their money towards Microsoft: With Microsoft you may have Microsoft-costs, Microsoft-problems and Microsoft-quirks, but there is a huge support-apparatus ready 24/7/365 to help you get your problems solved. To put it bluntly: Customer support is not a "I'm feeling lucky"-button.
- yuhong 16y ago
  I have a Hacker News posting on this: http://news.ycombinator.com/item?id=1432193 http://news.ycombinator.com/item?id=1432193
- zmmmmm 16y ago
  > Actually, reading the thread on the Android subreddit one of the affected developers said he filed complaints over a week ago with no reponse nor action taken. That is until it reached the (Android sub?)reddit-frontpage. Well, he complained about copyright infringement of his app, not that the app was malware. I think if anything it commends Google that they obviously have a way to immediately sort and expedite high priority issues.

by unwind 16y ago

trezor 16y ago

Actually, reading the thread on the Android subreddit one of the affected developers said he filed complaints over a week ago with no reponse nor action taken. That is until it reached the (Android sub?)reddit-frontpage. Google doesn't really do as much customer-service as it does PR-management, and that seems to be the way Google usually handles these things. Very few problems are addressed before they turn into high-profile cases of bad publicity. And really: That is pretty bad. Let's not let Google-fanboyism blind us from the facts: Google is one of the worst companies on the planet when it comes to customer-service.

jodrellblank 16y ago
Very few problems are addressed before they turn into high-profile cases. Really? How would you tell if that wasn't true?
- trezor 16y ago
  Good question. If I should answer it 100% honestly, I would say I've reached that conclusion trough very unscientific means: personal experience and a possible "postive" conformational bias. Examples of this would be me having issues with Google services or applications, Googling for answers and then finding forum-posts on the Google forums discussing the problem. These posts would mainly consist of 3 things: 1. Original poster asking for advice on a problem he has. 2. Other people experiencing the same problem, stating so and in some cases offering workarounds of various quality and reliability. 3. A complete lack of response from Google's end. No confirmation that it is a known bug with or without workarounds or a confirmation that this is a bug and that it is being investigated. Nothing. These threads, when I find them, tends to be at least a year old if not more, with a staggering amount of people experiencing the same problem and all this with the issue at hand remaining unfixed. To quote a comment I read in one of those threads: "It's pretty obvious that Google doesn't listen and Google doesn't care". Moving back to your question: "How would you tell if that wasn't true?". I guess in these cases I actually wouldn't, so it is indeed a good question. But I know that for all the issues I've had, I still have them and they are still entirely unadressed by Google. Reporting problems to Google feels like showeling data into a write-only device and I can't think of any company I've dealt with which has had such a complete absence from its customers when it comes the products and services it offers. None. Things like reliable customer service is why companies likes to send their money towards Microsoft: With Microsoft you may have Microsoft-costs, Microsoft-problems and Microsoft-quirks, but there is a huge support-apparatus ready 24/7/365 to help you get your problems solved. To put it bluntly: Customer support is not a "I'm feeling lucky"-button.
yuhong 16y ago
I have a Hacker News posting on this: http://news.ycombinator.com/item?id=1432193 http://news.ycombinator.com/item?id=1432193
zmmmmm 16y ago
> Actually, reading the thread on the Android subreddit one of the affected developers said he filed complaints over a week ago with no reponse nor action taken. That is until it reached the (Android sub?)reddit-frontpage. Well, he complained about copyright infringement of his app, not that the app was malware. I think if anything it commends Google that they obviously have a way to immediately sort and expedite high priority issues.