4 ms·

I think people forget about the scale a company like google has to operate at.

by spookthesunset 4y ago

BeefWellington 4y ago
Simply saying "scale" is not an automatic pass for these kinds of failures. If anything, their scale should permit them to easily do better.
- pessimizer 4y ago
  Dysconomies of scale? Sounds like Google should be arguing that they should be broken up if these are inevitable.
abofh 4y ago
Which only demonstrates the unconscionability of their behavior. If I have an issue with Amazon, I get a person. If I have an issue with stripe, I get a person. If I have an issue with literally any other vendor I have a relationship with, I get a person. With Google, I have a lovely time chatting with auto responders. They choose to enter the market and fail to serve their customers - that's on them, failure at scale is still failure.
- jstummbillig 4y ago
  There are countless companies who operate on a much smaller scale than Google that will give you a very hard time trying to get in touch with a (competent) human, which you should easily be able to acknowledge if you live in the same world I do and are being honest. Also I have talked to Google support staff of different levels on numerous occasions. Not saying it's great (I would rate my experience as average across all their products but I am aware that the n is too small to be significant), just that being polemic and pretending it doesn't exist is not helping any serious discourse. The only thing we learn here is that everyone is trying to figure shit out all the time and customer support is a hard problem.
fleddr 4y ago
I don't think people forget that, they need to scale up the responsibility accordingly. You can't run world-dominating platforms and dodge the responsibility that comes with it. Surely if you rake in tens of billions in profit every single quarter, you have room to do better.

4 ms·

I think people forget about the scale a company like google has to operate at.

by spookthesunset 4y ago

I think people forget about the scale a company like google has to operate at.

BeefWellington 4y ago
Simply saying "scale" is not an automatic pass for these kinds of failures. If anything, their scale should permit them to easily do better.
- pessimizer 4y ago
  Dysconomies of scale? Sounds like Google should be arguing that they should be broken up if these are inevitable.
abofh 4y ago
Which only demonstrates the unconscionability of their behavior. If I have an issue with Amazon, I get a person. If I have an issue with stripe, I get a person. If I have an issue with literally any other vendor I have a relationship with, I get a person. With Google, I have a lovely time chatting with auto responders. They choose to enter the market and fail to serve their customers - that's on them, failure at scale is still failure.
- jstummbillig 4y ago
  There are countless companies who operate on a much smaller scale than Google that will give you a very hard time trying to get in touch with a (competent) human, which you should easily be able to acknowledge if you live in the same world I do and are being honest. Also I have talked to Google support staff of different levels on numerous occasions. Not saying it's great (I would rate my experience as average across all their products but I am aware that the n is too small to be significant), just that being polemic and pretending it doesn't exist is not helping any serious discourse. The only thing we learn here is that everyone is trying to figure shit out all the time and customer support is a hard problem.
fleddr 4y ago
I don't think people forget that, they need to scale up the responsibility accordingly. You can't run world-dominating platforms and dodge the responsibility that comes with it. Surely if you rake in tens of billions in profit every single quarter, you have room to do better.