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> Obviously this is well established in the insurance and finance industries, but make no mistake, it happens everywhere. Speaking from someone in the US--in b

> Obviously this is well established in the insurance and finance industries, but make no mistake, it happens everywhere. Speaking from someone in the US--in both insurance and finance I can get a person on the phone to resolve my issue. Specific to finance, there are a number of consumer laws that protect me. If I'm denied credit based on my credit history, I'm allowed to know why. If my credit score is not accurate, I'm allowed the ability to fix it. Lousy customer support is not a tech industry issue--Stripe, Amazon, Apple, to name three all have great support.

klabb3 5y ago
> Stripe, Amazon, Apple, to name three all have great support. True, but they have actual customers. As a user of Gmail, I can hardly be considered a customer. Google ads has customers though. Their support probably isn't great either, but does it need to be? Where else are you gonna go?
- balls187 5y ago
  > Google ads has customers though. Their support probably isn't great either, but does it need to be? Where else are you gonna go? I've not dealt with Google Ad support, but I can say from experience Facebook Ad's customer support is terrible. Similar to Google, I'd speculate that the majority of customers pay such small amounts, that it's more cost effective for Google and Facebook to not support them, than it is to support them. I would also speculate, that if you were instead, say Pepsi-Co, you would have white-glove service from both tech giants.
  - klabb3 5y ago
    > Similar to Google, I'd speculate that the majority of customers pay such small amounts, that it's more cost effective for Google and Facebook to not support them, than it is to support them. That's probably how they reason about it but I think it's a cultural thing too (pure tech Co's have a bias towards automation for everything, and a reluctance to staff operations at all). Amazon for instance has many low value customers, yet has much better support across the board. > I would also speculate, that if you were instead, say Pepsi-Co, you would have white-glove service from both tech giants. Oh absolutely, that's no secret. I know account managers that had a single big customer at one of these companies. It's part of the sales org basically.

klabb3 5y ago

> Stripe, Amazon, Apple, to name three all have great support. True, but they have actual customers. As a user of Gmail, I can hardly be considered a customer. Google ads has customers though. Their support probably isn't great either, but does it need to be? Where else are you gonna go?

balls187 5y ago
> Google ads has customers though. Their support probably isn't great either, but does it need to be? Where else are you gonna go? I've not dealt with Google Ad support, but I can say from experience Facebook Ad's customer support is terrible. Similar to Google, I'd speculate that the majority of customers pay such small amounts, that it's more cost effective for Google and Facebook to not support them, than it is to support them. I would also speculate, that if you were instead, say Pepsi-Co, you would have white-glove service from both tech giants.
- klabb3 5y ago
  > Similar to Google, I'd speculate that the majority of customers pay such small amounts, that it's more cost effective for Google and Facebook to not support them, than it is to support them. That's probably how they reason about it but I think it's a cultural thing too (pure tech Co's have a bias towards automation for everything, and a reluctance to staff operations at all). Amazon for instance has many low value customers, yet has much better support across the board. > I would also speculate, that if you were instead, say Pepsi-Co, you would have white-glove service from both tech giants. Oh absolutely, that's no secret. I know account managers that had a single big customer at one of these companies. It's part of the sales org basically.