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Haha.. that is true. Guess they are not "best in class" for this one. That being said, I do genuinely wonder if there are any companies which have managed to do
by throwaway_1299 6y ago
Haha.. that is true. Guess they are not "best in class" for this one. That being said, I do genuinely wonder if there are any companies which have managed to do customer service at such a scale. Amazon is probably the closest but that is different because the average revenue per user is >> that of Google.
- justinclift 6y agoAlong those lines, possibly the more constructive way to view it is: Google has the scale of, and is acting like, a utility. eg power, water, gas. But without a legal obligation to fix problems for their users, they don't even attempt to. The "But it costs people $0!" is correct, if it's that's not thought through. In it's position as a utility, some people have (perhaps unwisely) managed to lock themselves out of a (critical) personal account. With the corresponding problems that then occur when any other utility stops working. The suggestion to allow people to pay for support in some situations - eg like those locked out of a critical personal account - would be one approach to solve the problem. Because at the moment, these people have no recourse. :( Which when it happens with any other utility, becomes a legal problem. eg Customer contacts relevant Ombudsman / gov oversight body to get it rectified