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> Google mean while has the same business-to-business support that it does for private customers like the author here. For some services it’s because Google doe

> Google mean while has the same business-to-business support that it does for private customers like the author here. For some services it’s because Google doesn’t care, but they do care about Education and they still can’t figure out how to readjust to be a valuable business partner even when they actually want to sell you something. My experience with Google's business support is that instead of talking to a brick wall, there's now someone between you and the brick wall. Support is very responsive, and the response is always "I've filed an internal support ticket". When you ask for an update after weeks/months, the response is basically "there has been no update on the support ticket". As a bonus, your support ticket with them will sometimes auto-close because there hasn't been any activity - I had to ask Google Cloud support to re-open an unresolved issue three times once.

spaetzleesser 5y ago
"My experience with Google's business support is that instead of talking to a brick wall, there's now someone between you and the brick wall. " That feels like a lot like the support my company (multi bullion dollar company) gets from MS and other vendors. We have super friendly people to interface with but if you have a real problem nothing happens besides a lot of friendly phone calls with "action items" and "follow ups". But when an issue hasn't been addressed for months it's a taboo to call that out. Even the managers at my own company don't like when you say "issue X hasn't been resolved". Instead it seems an unspoken rule to just keep scheduling conference calls that never lead to anything but are very friendly and upbeat.
polynomial 5y ago
The robot hasn't gotten any better, but it's learned how to fake smile.
lukeschlather 5y ago
That's generally my experience with Microsoft support. Microsoft support won't even acknowledge that there's a bug most of the time. (I've heard tell they have some really bad KPIs for their tier-1 support people.) Google support usually figures out my issues within a week. Of course I use GCP more heavily than Azure so part of this is probably me writing significantly better bug reports. (On the other hand, while there are aspects of GCP I dislike none of Azure's stuff makes any sense to me. It seems like Azure managed to build something in a few years that has more accumulated incompatible interfaces hidden behind nested dialogs than all of the MS Windows OS.)

spaetzleesser 5y ago

"My experience with Google's business support is that instead of talking to a brick wall, there's now someone between you and the brick wall. " That feels like a lot like the support my company (multi bullion dollar company) gets from MS and other vendors. We have super friendly people to interface with but if you have a real problem nothing happens besides a lot of friendly phone calls with "action items" and "follow ups". But when an issue hasn't been addressed for months it's a taboo to call that out. Even the managers at my own company don't like when you say "issue X hasn't been resolved". Instead it seems an unspoken rule to just keep scheduling conference calls that never lead to anything but are very friendly and upbeat.

polynomial 5y ago

The robot hasn't gotten any better, but it's learned how to fake smile.

lukeschlather 5y ago

That's generally my experience with Microsoft support. Microsoft support won't even acknowledge that there's a bug most of the time. (I've heard tell they have some really bad KPIs for their tier-1 support people.) Google support usually figures out my issues within a week. Of course I use GCP more heavily than Azure so part of this is probably me writing significantly better bug reports. (On the other hand, while there are aspects of GCP I dislike none of Azure's stuff makes any sense to me. It seems like Azure managed to build something in a few years that has more accumulated incompatible interfaces hidden behind nested dialogs than all of the MS Windows OS.)