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I've got a tale of two clouds. I complained about an issue with AWS on Twitter and two hours later was on a call with the EKS product manager who connected me w

by tedivm 4y ago

I've got a tale of two clouds. I complained about an issue with AWS on Twitter and two hours later was on a call with the EKS product manager who connected me with someone on their team who documented the issue, gave me a workaround, and then pushed out a fix to everyone a few days later. It was super impressive! I complained about a separate issue with GCP. The product manager found my tweet and told me it was my fault for using a service marked as "preview". He then told me I should have used a different service, which was also marked as "preview". They were rude and defensive and made no attempt to resolve my issue. We decided to just not use GCP for the project as a result. Neither of these are isolated stories. I have multiple examples of GCP staff just being super rude for no real reason, while AWS regularly goes above and beyond with customer service.

acdha 4y ago
This matches my experience. GCP was like IBM a decade earlier: they assumed the name alone would close the deal and we didn’t feel like paying more for the privilege of doing their jobs for them.
eitland 4y ago
I've experienced both: One time two very competent guys shows up on site and let me reproduce the issue, agrees it is a serious bug and promises to take care of it. Next time I get connected with what seems to be two part time students or something who doesn't seem to have a clue about the product. Then in a third case some technical architect or something looks into my stack overflow question, verifies there is a known bug and it will be fixed in next monthly rollout, but I never saw a fix.
- blueyoda 4y ago
  What's better is when their community forum "expert" redirects you to the first Stackoverflow link on Google - even though it is a band-aid solution that doesn't even solve your problem.
berniedurfee 4y ago
I had a similar experience, though it was years ago. Found a minor bug in Elastic Beanstalk and opened a ticket. They confirmed the bug and rolled out a fix in the afternoon. I was very impressed.
blueyoda 4y ago
I've had very similar experiences with Google products. Their "support" for many products tends to be primarily community forums. And on those forums, "if you don't like it then don't use it" seems to be the standard type of answer.

by tedivm 4y ago

acdha 4y ago

This matches my experience. GCP was like IBM a decade earlier: they assumed the name alone would close the deal and we didn’t feel like paying more for the privilege of doing their jobs for them.

eitland 4y ago

I've experienced both: One time two very competent guys shows up on site and let me reproduce the issue, agrees it is a serious bug and promises to take care of it. Next time I get connected with what seems to be two part time students or something who doesn't seem to have a clue about the product. Then in a third case some technical architect or something looks into my stack overflow question, verifies there is a known bug and it will be fixed in next monthly rollout, but I never saw a fix.

blueyoda 4y ago
What's better is when their community forum "expert" redirects you to the first Stackoverflow link on Google - even though it is a band-aid solution that doesn't even solve your problem.

berniedurfee 4y ago

I had a similar experience, though it was years ago. Found a minor bug in Elastic Beanstalk and opened a ticket. They confirmed the bug and rolled out a fix in the afternoon. I was very impressed.

blueyoda 4y ago

I've had very similar experiences with Google products. Their "support" for many products tends to be primarily community forums. And on those forums, "if you don't like it then don't use it" seems to be the standard type of answer.