3 ms·

They're too big to communicate. Personally, I would never trust a company with critical things where it is impossible to talk to a human who is in a position t

They're too big to communicate. Personally, I would never trust a company with critical things where it is impossible to talk to a human who is in a position to understand and own a problem. There are literally zero people who work at Google who 1) talk with end users, and 2) can understand and own a problem until it is fixed.

csomar 4y ago
> They're too big to communicate. This is BS. I recently had an interaction with Grab and was surprised how responsive they were in support. Here is the situation: I ordered a Pizza from a store that had its own delivery, so the delivery was not handled by Grab itself. For some (or whatever) reason, the delivery guy never showed up but he marked the transaction as "delivered" and my card got charged accordingly. So I tried to contact Grab for support. I was told by support that since this was delivered by the Store itself, I have to go to some web form from the store to fill for a refund request. I simply answered the support that this is ridiculous and that unless Grab was to issue a refund, I'd force a chargeback from my card. What happened is that the support guy escalated the ticket, and another higher up issued a refund. All of this happened in the same day. So stuff can move through in big companies if you give the employees enough authority.
- johnklos 4y ago
  Are you saying Grab is as big as Google, and because someone at Grab can help you, that it's NOT the case that Google is too big to communicate? If so, that's a bit of a stretch.
Chyzwar 4y ago
Google have two business models: User as a product: Create free services/products (search, Gmail, android, chrome etc) These are sometimes bad, but they use brand name and reach to become popular. Users of these services are a product that is sold to advertisers. Obviously, there is no need to provide human support for free product. Since users are dumb enough to become a product, there is even less need to care. Software as a Service. Create a bunch of products/services and sell these to companies (GCP, Adds, Google for business) These are sometimes built on top of free services/products. Companies that use these because these are way cheaper than alternatives. Google and MS would use market position to bundle these products into attractive lock-in. Obviously, there is no need to provide human support because there are too many clients and profit would suffer compared to the first business model. Google has so many clients that it would require multi-million people to provide support.

csomar 4y ago

> They're too big to communicate. This is BS. I recently had an interaction with Grab and was surprised how responsive they were in support. Here is the situation: I ordered a Pizza from a store that had its own delivery, so the delivery was not handled by Grab itself. For some (or whatever) reason, the delivery guy never showed up but he marked the transaction as "delivered" and my card got charged accordingly. So I tried to contact Grab for support. I was told by support that since this was delivered by the Store itself, I have to go to some web form from the store to fill for a refund request. I simply answered the support that this is ridiculous and that unless Grab was to issue a refund, I'd force a chargeback from my card. What happened is that the support guy escalated the ticket, and another higher up issued a refund. All of this happened in the same day. So stuff can move through in big companies if you give the employees enough authority.

johnklos 4y ago
Are you saying Grab is as big as Google, and because someone at Grab can help you, that it's NOT the case that Google is too big to communicate? If so, that's a bit of a stretch.

Chyzwar 4y ago

Google have two business models: User as a product: Create free services/products (search, Gmail, android, chrome etc) These are sometimes bad, but they use brand name and reach to become popular. Users of these services are a product that is sold to advertisers. Obviously, there is no need to provide human support for free product. Since users are dumb enough to become a product, there is even less need to care. Software as a Service. Create a bunch of products/services and sell these to companies (GCP, Adds, Google for business) These are sometimes built on top of free services/products. Companies that use these because these are way cheaper than alternatives. Google and MS would use market position to bundle these products into attractive lock-in. Obviously, there is no need to provide human support because there are too many clients and profit would suffer compared to the first business model. Google has so many clients that it would require multi-million people to provide support.