4 ms·

Heyo, Googler here. Can you shoot me an email to <snip> with your domain information? I'll forward it where I can and hope we can figure out what's going on.

Heyo, Googler here. Can you shoot me an email to <snip> with your domain information? I'll forward it where I can and hope we can figure out what's going on. I unfortunately can promise anything, but I'll try my hardest! Disc: I work at Google, but not near Domains. EDIT: removed email as I got the info I needed!

ml-engineer 5y ago
Forwarded you the original email. Thank you so much!!
- deleted 5y ago
  [deleted]
throwaddzuzxd 5y ago
Can you instead push for giving your *customers* the ability to actually contact you in case of a problem? It's shameful that the only way to contact one of the biggest megacorp is being noticed by an employee on Hacker News. FWIW, in the case of a domain, this might be an ICANN breach (if OP's domain is a gTLD) or a registry breach (if it's a ccTLD). You HAVE TO be contactable and you HAVE TO reply. If you don't comply to the rules Google Domains might in theory lose its accreditation.
- ml-engineer 5y ago
  Indeed! We have contacted them 15 times, and provided as much detail as possible for case resolution. Forty-two hours later, we have yet to receive a single reply! It's truly astonishing.
- devwastaken 5y ago
  I guarantee the actual teams on these systems want there to be a support network. Google bosses do not. There's no way internal teams are going to overcome that decision.
- ml-engineer 5y ago
  Thank you. I have submitted a report to the ICANN Complaints Office (https://www.icann.org/complaints-office https://www.icann.org/complaints-office).
  - ml-engineer 5y ago
    For anyone interested: Turns out, this is the right place to create a ticket for ICANN Contractual Compliance Complaint https://icannportal.force.com/compliance/s/generic-registrar https://icannportal.force.com/compliance/s/generic-registrar.
- qmarchi 5y ago
  In this case, we do have a system for appeals, and it was included in the initial email. However, it seems like the system triggered on Friday/Saturday, where most of our support personnel were enjoying their weekend, which lead to longer response times. Disc: I work for Google, but my opinions are my own.
logicalmonster 5y ago
I don't intend to be personally rude here and appreciate that you're trying your best to do the right thing in this circumstance. I know there's some good Googlers out there. But I'd have to say that it is absolutely shameful that desperate businesses have to try and hope to get noticed on social media to get a problem resolved. We all know that this is true. Not having responsive customer support is the way a scam operates, not a legitimate business. Offer a paid customer support line if you must to reduce requests to a manageable number, but Google is absolutely killing off many innocent small businesses with the way they operate. Especially in these troubled economic times, it's absolutely horrific behavior.

ml-engineer 5y ago

Forwarded you the original email. Thank you so much!!

deleted 5y ago
[deleted]

throwaddzuzxd 5y ago

Can you instead push for giving your *customers* the ability to actually contact you in case of a problem? It's shameful that the only way to contact one of the biggest megacorp is being noticed by an employee on Hacker News. FWIW, in the case of a domain, this might be an ICANN breach (if OP's domain is a gTLD) or a registry breach (if it's a ccTLD). You HAVE TO be contactable and you HAVE TO reply. If you don't comply to the rules Google Domains might in theory lose its accreditation.

ml-engineer 5y ago
Indeed! We have contacted them 15 times, and provided as much detail as possible for case resolution. Forty-two hours later, we have yet to receive a single reply! It's truly astonishing.
devwastaken 5y ago
I guarantee the actual teams on these systems want there to be a support network. Google bosses do not. There's no way internal teams are going to overcome that decision.
ml-engineer 5y ago
Thank you. I have submitted a report to the ICANN Complaints Office (https://www.icann.org/complaints-office https://www.icann.org/complaints-office).
- ml-engineer 5y ago
  For anyone interested: Turns out, this is the right place to create a ticket for ICANN Contractual Compliance Complaint https://icannportal.force.com/compliance/s/generic-registrar https://icannportal.force.com/compliance/s/generic-registrar.
qmarchi 5y ago
In this case, we do have a system for appeals, and it was included in the initial email. However, it seems like the system triggered on Friday/Saturday, where most of our support personnel were enjoying their weekend, which lead to longer response times. Disc: I work for Google, but my opinions are my own.

logicalmonster 5y ago

I don't intend to be personally rude here and appreciate that you're trying your best to do the right thing in this circumstance. I know there's some good Googlers out there. But I'd have to say that it is absolutely shameful that desperate businesses have to try and hope to get noticed on social media to get a problem resolved. We all know that this is true. Not having responsive customer support is the way a scam operates, not a legitimate business. Offer a paid customer support line if you must to reduce requests to a manageable number, but Google is absolutely killing off many innocent small businesses with the way they operate. Especially in these troubled economic times, it's absolutely horrific behavior.