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Do Google employees realize how disgustingly evil their customer service is? Forget their free services for a second: you can even be spending big bucks with th

Do Google employees realize how disgustingly evil their customer service is? Forget their free services for a second: you can even be spending big bucks with them every month and be randomly blocked by algorithm with no human recourse. I understand that Google can’t feasibly provide free tech support for the entire Internet as they’d probably have to have a million employees just answering phones and emails all day long. What they need to do is find some number (whether it’s $5, $25, $50, or more I have no idea) where they can charge for real customer service. Businesses get shut down and people lose their jobs because of some ad issue they can never find a way to get a solvable problem resolved. It’s sick that Google has gotten away with this for so long.

Gibbon1 6y ago
When I've talked to google employees what I get is they think customers that have issues are trying to scam something. And that allowing a human to try and sort the problem would just enable that. The amount of money you need to pay google a year to change that attitude runs in the six digits.
- logicalmonster 6y ago
  I can understand being wary of social engineering and scams, and at Google’s scale it’s almost impossible to imagine how many problems they have to deal with every day, but I think that’s an excuse to duck out of solving the problem because it’s not sexy enough for a Google employee to get a promotion for solving. Google wants to provide Here’s the reality. Cable companies have methods of verifying their customers identity when they deal with support requests for private services. Banks have a very good verification process. Phone providers use tools like pin codes and other methodology (see https://www.removemyphone.com/learn/prevent-your-phone-number-from-being-stolen-in-sim-swap-fraud https://www.removemyphone.com/learn/prevent-your-phone-numbe... for instance) to solve this problem. Domain name services (even Godaddy and the like) have figured out how to largely solve this verification problem despite their numerous other shady business practices. Are you telling me that Google with their many geniuses can’t find a technical approach to dealing with this? We have multi-factor authentication and other tools. People are willing to pay money for human support. I can’t believe that Google can’t figure out some means of providing this. Their refusal to me is one of the most evil business practices on the Internet while they pretend that they’re the paragon of virtue. It’s really sick to me and hopefully this case is a wake up call to at least one Google employee how backward and customer unfriendly their overall practices are.
gowld 6y ago
Your problem isn't Google customer service. Your problem is that your business is, if the case is such, wholly dependent on Google and you can't switch to a different vendor.
dragonwriter 6y ago
> What they need to do is find some number (whether it’s $5, $25, $50, or more I have no idea) where they can charge for real customer service. They've done that, as they have both business and personal (the latter as a component of Google One) paid support plans.

Gibbon1 6y ago

When I've talked to google employees what I get is they think customers that have issues are trying to scam something. And that allowing a human to try and sort the problem would just enable that. The amount of money you need to pay google a year to change that attitude runs in the six digits.

logicalmonster 6y ago
I can understand being wary of social engineering and scams, and at Google’s scale it’s almost impossible to imagine how many problems they have to deal with every day, but I think that’s an excuse to duck out of solving the problem because it’s not sexy enough for a Google employee to get a promotion for solving. Google wants to provide Here’s the reality. Cable companies have methods of verifying their customers identity when they deal with support requests for private services. Banks have a very good verification process. Phone providers use tools like pin codes and other methodology (see https://www.removemyphone.com/learn/prevent-your-phone-number-from-being-stolen-in-sim-swap-fraud https://www.removemyphone.com/learn/prevent-your-phone-numbe... for instance) to solve this problem. Domain name services (even Godaddy and the like) have figured out how to largely solve this verification problem despite their numerous other shady business practices. Are you telling me that Google with their many geniuses can’t find a technical approach to dealing with this? We have multi-factor authentication and other tools. People are willing to pay money for human support. I can’t believe that Google can’t figure out some means of providing this. Their refusal to me is one of the most evil business practices on the Internet while they pretend that they’re the paragon of virtue. It’s really sick to me and hopefully this case is a wake up call to at least one Google employee how backward and customer unfriendly their overall practices are.

gowld 6y ago

Your problem isn't Google customer service. Your problem is that your business is, if the case is such, wholly dependent on Google and you can't switch to a different vendor.

dragonwriter 6y ago

> What they need to do is find some number (whether it’s $5, $25, $50, or more I have no idea) where they can charge for real customer service. They've done that, as they have both business and personal (the latter as a component of Google One) paid support plans.