6 ms·

> "no support and no service" model? this is one of the reasons why Google cloud will lose to AWS in the long run. AWS is customer obsessed, Google is not.

by znpy 7y ago

solidasparagus 7y ago
At Amazon the most important person is the customer. At Google the most important person is the Google engineer. I firmly believe that's why they suck at selling enterprise products.
muratsu 7y ago
I’ve emailed and sent Linkedin msgs to 3 people who work at gcp for cloud credits. They didn’t care. AWS gave us credits + support in less than 3 days. I wish Google best of luck with their 5yr strategy. Hope their enterprise game is better than their startup one.
- choult 7y ago
  ... so you're upset that you didn't get a service for free?
  - wbl 7y ago
    If you're serious about spending a lot on the cloud it's reasonable to expect a taste. Just like an ice cream store.
    - znpy 7y ago
      the free tier is for that, isn't it ?
      - tams 7y ago
        You don't get much in terms of performance and capacity in the free tier preventing you from testing anything beyond the tiniest workloads. If you need to pre-arrange expenses with the finance department, it's much faster to test drive with credits.
        znpy 7y ago
        ah, i see. in that case i think it's okay that you should pay. its not like ice cream. if you messaged random people it's quite reasonable that they didn't bother answering you. i wouldn't have done it either. you should get in contact with sales people via the proper channels and arrange testing (whether paid or not) with them. If you message random "people that work at gcp" then "not caring" is probably one of the most polite things they could do.
dilandau 7y ago
It's so difficult to imagine a) getting ahold of someone at Google who can actually help you, and b) having some sense of assurance that they will actually help you. "Google deleted my X" posts always rise to the top on HN because they elicit a strong emotional response from developers. I think it's worthwhile to reflect on why that happens. For me, it's because I absolutely despise seeing an algorithm have control over an individual's livelihood. This may be part of the Google mythos? Or it may simply be that they make their real money selling ads, and allocate support resources accordingly.
- pdonis 7y ago
  > This may be part of the Google mythos? They officially dropped the "don't be evil" motto some time ago, so yes. > they make their real money selling ads, and allocate support resources accordingly Of course. Every company allocates support resources the same way: to their paying customers.
- tornato7 7y ago
  YouTube content creators can relate too. Lots of videos about YouTubers getting randomly demonetized or removed from search results for no reason.
- C4stor 7y ago
  I can confirm that the support on for example displayvideo360 (one of google ad products) is absolutely stellar even for very low revenue players. Meaning live chat with well trained support persons, and quick escalation if needed. Resolution rate : 100% within a couple day in our case.
- saurik 7y ago
  I don't understand how people work for these companies as developers and implement these policies and systems and aren't just as angry about it and don't stand up to their supervisors over it: if frankly makes me have a really low opinion of people who work for Google, Apple, etc. :/.
  - luckylion 7y ago
LeonB 7y ago
I definitely agree. Microsoft Azure also, I feel customers have a very big part in the direction. (And right from day 1, long before azure, Microsoft focused on having “partner networks” which meant that although you weren’t dealing with Bill Gates directly you were part of a chain of motivated people all the way through to Bill.) Google’s way is not gonna last.

> "no support and no service" model? this is one of the reasons why Google cloud will lose to AWS in the long run. AWS is customer obsessed, Google is not.

by znpy 7y ago

> "no support and no service" model? this is one of the reasons why Google cloud will lose to AWS in the long run. AWS is customer obsessed, Google is not.

solidasparagus 7y ago

At Amazon the most important person is the customer. At Google the most important person is the Google engineer. I firmly believe that's why they suck at selling enterprise products.

muratsu 7y ago

I’ve emailed and sent Linkedin msgs to 3 people who work at gcp for cloud credits. They didn’t care. AWS gave us credits + support in less than 3 days. I wish Google best of luck with their 5yr strategy. Hope their enterprise game is better than their startup one.

choult 7y ago
... so you're upset that you didn't get a service for free?
- wbl 7y ago
  If you're serious about spending a lot on the cloud it's reasonable to expect a taste. Just like an ice cream store.
  - znpy 7y ago
    the free tier is for that, isn't it ?
    - tams 7y ago
      You don't get much in terms of performance and capacity in the free tier preventing you from testing anything beyond the tiniest workloads. If you need to pre-arrange expenses with the finance department, it's much faster to test drive with credits.
      - znpy 7y ago
        ah, i see. in that case i think it's okay that you should pay. its not like ice cream. if you messaged random people it's quite reasonable that they didn't bother answering you. i wouldn't have done it either. you should get in contact with sales people via the proper channels and arrange testing (whether paid or not) with them. If you message random "people that work at gcp" then "not caring" is probably one of the most polite things they could do.

dilandau 7y ago

It's so difficult to imagine a) getting ahold of someone at Google who can actually help you, and b) having some sense of assurance that they will actually help you. "Google deleted my X" posts always rise to the top on HN because they elicit a strong emotional response from developers. I think it's worthwhile to reflect on why that happens. For me, it's because I absolutely despise seeing an algorithm have control over an individual's livelihood. This may be part of the Google mythos? Or it may simply be that they make their real money selling ads, and allocate support resources accordingly.

pdonis 7y ago
> This may be part of the Google mythos? They officially dropped the "don't be evil" motto some time ago, so yes. > they make their real money selling ads, and allocate support resources accordingly Of course. Every company allocates support resources the same way: to their paying customers.
tornato7 7y ago
YouTube content creators can relate too. Lots of videos about YouTubers getting randomly demonetized or removed from search results for no reason.
C4stor 7y ago
I can confirm that the support on for example displayvideo360 (one of google ad products) is absolutely stellar even for very low revenue players. Meaning live chat with well trained support persons, and quick escalation if needed. Resolution rate : 100% within a couple day in our case.
saurik 7y ago
I don't understand how people work for these companies as developers and implement these policies and systems and aren't just as angry about it and don't stand up to their supervisors over it: if frankly makes me have a really low opinion of people who work for Google, Apple, etc. :/.
- luckylion 7y ago

LeonB 7y ago

I definitely agree. Microsoft Azure also, I feel customers have a very big part in the direction. (And right from day 1, long before azure, Microsoft focused on having “partner networks” which meant that although you weren’t dealing with Bill Gates directly you were part of a chain of motivated people all the way through to Bill.) Google’s way is not gonna last.