4 ms·
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
by 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 agoIndeed! 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 agoI 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 agoThank 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 agoFor 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 agoIn 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.