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> Is it just less common or different business takes on quotas and rate limits? Neither, you're probably not seeking out such stories (there are plenty, even o

by rhtgrg 3y ago

> Is it just less common or different business takes on quotas and rate limits? Neither, you're probably not seeking out such stories (there are plenty, even on HN). Google tends to get more negative attention on this particular forum, which might play a role, but the larger component is probably just chance.

CSMastermind 3y ago
I disagree that it's simple selection bias. AWS is _extremely_ customer friendly and if this happened would likely be offering dedicated support to make it right, credits for the business loss, etc. Google's customer service is the worst I've experienced in the industry (like even speaking to a person is hard). While AWS is some of the best I've received.
- deleted 3y ago
  [deleted]
- neilv 3y ago
  I'm sure that GCP could turn around their HN customer service reputation, if they wanted to prioritize that. Though, when it might not be baked into the culture as much as at AWS, I don't know offhand how to reconcile a customer happiness turnaround with the rush to avoid being an also-ran in the AI deployment frenzy. (Are you going to assign conflicting KPIs in a company that has cultivated a career-driven culture, and hope that individuals strike optimal balances for the company? Or partition the goal assignments to separate teams, when the optimal outcome requires holistic thinking and behavior across teams?)
  - etse 3y ago
    Wasn’t this supposed to be Kurian’s prerogative—sell enterprise services? Google product seem fine to me, but I agree that they have no customer care DNA. I was expecting someone from the outside to bring it in.
    - pram 3y ago
      I worked in Kurian’s org at Oracle and I was shocked when Google hired him. OCI was a total disaster at the start. Like embarrassingly bad, they threw most of the original platform in the trash. Literally failing upward.
- rhtgrg 3y ago
  > AWS is _extremely_ customer friendly and if this happened would likely be offering dedicated support to make it right, credits for the business loss, etc. It doesn't take much legwork to find counterexamples of that claim, even on HN (see below, I spent 2 minutes searching to find those). > Google's customer service is the worst I've experienced in the industry (like even speaking to a person is hard). While AWS is some of the best I've received. This is a bit too hyperbolic for me, but on balance I agree that Amazon has better customer experience than Google. That doesn't really answer what GP is asking, especially given all the posts made about AWS on this very forum that only sometimes get attention. https://news.ycombinator.com/item?id=2478129 https://news.ycombinator.com/item?id=2478129 https://news.ycombinator.com/item?id=25224220 https://news.ycombinator.com/item?id=25224220 https://news.ycombinator.com/item?id=35375558 https://news.ycombinator.com/item?id=35375558 https://news.ycombinator.com/item?id=16283547 https://news.ycombinator.com/item?id=16283547
  - marcinzm 3y ago
    >That doesn't really answer what GP is asking, especially given all the posts made about AWS on this very forum that only sometimes get attention. If these are your examples of angry AWS posts then I think it just proves that AWS has amazing in customer service. >https://news.ycombinator.com/item?id=2478129 https://news.ycombinator.com/item?id=2478129 That's 12 years old but a legitimate complaint about AWS customer service. >https://news.ycombinator.com/item?id=25224220 https://news.ycombinator.com/item?id=25224220 Sounds like AWS had an outage, not sure how this is about customer service? >https://news.ycombinator.com/item?id=35375558 https://news.ycombinator.com/item?id=35375558 That's a list of AWS customer's having security incidents and, again, nothing about AWS customer service. >https://news.ycombinator.com/item?id=16283547 https://news.ycombinator.com/item?id=16283547 Not sure what this is about since the link is dead except due to being 5 years old but, based on the upvotes, it's someone failing to get people to have angry opinions about AWS? Not sure how this is about AWS customer service given the context.
    - rhtgrg 3y ago
      Given that this isn't handpicked and just top results from a 2-minute search: > That's 12 years old but a legitimate complaint about AWS customer service. Should have at least prompted you to do your own search. The fact that it didn't is the end of this discussion.
- kenhwang 3y ago
  I've seen my org send a silly amount of silly questions that were obviously our fault to AWS support and they always took it in stride. We very rarely needed to follow up with our client executive (but they always offer to jump in if necessary). When we did have serious issues, we had no problem scheduling time with the executive managing the product and the engineers that wrote the code. Meanwhile we can't even get Google to answer an email about serious incidents that were very obviously their fault, much less assign a dedicated human point person (hell with AWS, we even had several backup contacts assigned to cover for vacation time). We were important enough to be featured on their client success frontpage, but that didn't make a difference in support quality we received. I can't imagine why anyone would risk their business with GCE. Especially since it tends to cost more than AWS these days.
  - whoknowswhat11 3y ago
    Yes, AWS being patient with both customer fault (common) issues and even out of scope for support tier level is crazy - it’s got to be a purposeful cost center expenditure. I like some things about google w project model but we spend on AWS (not too much).
- slowmovintarget 3y ago
  Amazon worked very hard to build a culture of customer service. Google worked very hard to create tech and create a developer-first culture. You're seeing culture in operation.
- bushbaba 3y ago
  AWS would also have a GM be involved for such an incident, and if this happened more than a few times the GM would risk being fired. Amazon really is customer obsessed. If a department fails its customers that departments leadership will be replaced

by rhtgrg 3y ago

CSMastermind 3y ago

I disagree that it's simple selection bias. AWS is _extremely_ customer friendly and if this happened would likely be offering dedicated support to make it right, credits for the business loss, etc. Google's customer service is the worst I've experienced in the industry (like even speaking to a person is hard). While AWS is some of the best I've received.

deleted 3y ago
[deleted]
neilv 3y ago
I'm sure that GCP could turn around their HN customer service reputation, if they wanted to prioritize that. Though, when it might not be baked into the culture as much as at AWS, I don't know offhand how to reconcile a customer happiness turnaround with the rush to avoid being an also-ran in the AI deployment frenzy. (Are you going to assign conflicting KPIs in a company that has cultivated a career-driven culture, and hope that individuals strike optimal balances for the company? Or partition the goal assignments to separate teams, when the optimal outcome requires holistic thinking and behavior across teams?)
- etse 3y ago
  Wasn’t this supposed to be Kurian’s prerogative—sell enterprise services? Google product seem fine to me, but I agree that they have no customer care DNA. I was expecting someone from the outside to bring it in.
  - pram 3y ago
    I worked in Kurian’s org at Oracle and I was shocked when Google hired him. OCI was a total disaster at the start. Like embarrassingly bad, they threw most of the original platform in the trash. Literally failing upward.
rhtgrg 3y ago
> AWS is _extremely_ customer friendly and if this happened would likely be offering dedicated support to make it right, credits for the business loss, etc. It doesn't take much legwork to find counterexamples of that claim, even on HN (see below, I spent 2 minutes searching to find those). > Google's customer service is the worst I've experienced in the industry (like even speaking to a person is hard). While AWS is some of the best I've received. This is a bit too hyperbolic for me, but on balance I agree that Amazon has better customer experience than Google. That doesn't really answer what GP is asking, especially given all the posts made about AWS on this very forum that only sometimes get attention. https://news.ycombinator.com/item?id=2478129 https://news.ycombinator.com/item?id=2478129 https://news.ycombinator.com/item?id=25224220 https://news.ycombinator.com/item?id=25224220 https://news.ycombinator.com/item?id=35375558 https://news.ycombinator.com/item?id=35375558 https://news.ycombinator.com/item?id=16283547 https://news.ycombinator.com/item?id=16283547
- marcinzm 3y ago
  >That doesn't really answer what GP is asking, especially given all the posts made about AWS on this very forum that only sometimes get attention. If these are your examples of angry AWS posts then I think it just proves that AWS has amazing in customer service. >https://news.ycombinator.com/item?id=2478129 https://news.ycombinator.com/item?id=2478129 That's 12 years old but a legitimate complaint about AWS customer service. >https://news.ycombinator.com/item?id=25224220 https://news.ycombinator.com/item?id=25224220 Sounds like AWS had an outage, not sure how this is about customer service? >https://news.ycombinator.com/item?id=35375558 https://news.ycombinator.com/item?id=35375558 That's a list of AWS customer's having security incidents and, again, nothing about AWS customer service. >https://news.ycombinator.com/item?id=16283547 https://news.ycombinator.com/item?id=16283547 Not sure what this is about since the link is dead except due to being 5 years old but, based on the upvotes, it's someone failing to get people to have angry opinions about AWS? Not sure how this is about AWS customer service given the context.
  - rhtgrg 3y ago
    Given that this isn't handpicked and just top results from a 2-minute search: > That's 12 years old but a legitimate complaint about AWS customer service. Should have at least prompted you to do your own search. The fact that it didn't is the end of this discussion.
kenhwang 3y ago
I've seen my org send a silly amount of silly questions that were obviously our fault to AWS support and they always took it in stride. We very rarely needed to follow up with our client executive (but they always offer to jump in if necessary). When we did have serious issues, we had no problem scheduling time with the executive managing the product and the engineers that wrote the code. Meanwhile we can't even get Google to answer an email about serious incidents that were very obviously their fault, much less assign a dedicated human point person (hell with AWS, we even had several backup contacts assigned to cover for vacation time). We were important enough to be featured on their client success frontpage, but that didn't make a difference in support quality we received. I can't imagine why anyone would risk their business with GCE. Especially since it tends to cost more than AWS these days.
- whoknowswhat11 3y ago
  Yes, AWS being patient with both customer fault (common) issues and even out of scope for support tier level is crazy - it’s got to be a purposeful cost center expenditure. I like some things about google w project model but we spend on AWS (not too much).
slowmovintarget 3y ago
Amazon worked very hard to build a culture of customer service. Google worked very hard to create tech and create a developer-first culture. You're seeing culture in operation.
bushbaba 3y ago
AWS would also have a GM be involved for such an incident, and if this happened more than a few times the GM would risk being fired. Amazon really is customer obsessed. If a department fails its customers that departments leadership will be replaced