4 ms·

That’s what any normal company who is used to dealing with customers would do, but google isn’t that. Google is entirely unacquainted with the concept of “custo

That’s what any normal company who is used to dealing with customers would do, but google isn’t that. Google is entirely unacquainted with the concept of “customer relations”. I’m half convinced that google-the-business sees customers as convenient peasants that purchase whatever it deigns to sell. The idea of supporting customers is basically antithetical to them: look at all the stories of people trying to get support for GCP as a great case in point.

EarlKing 3y ago
And this is why no one should have anything to do with Google. If the last fifteen years haven't taught people that, well, there's just no hope for you. For everyone else: Stay away from their offerings as if they were the plague.
- asdff 3y ago
  Its amazing how you can say as much for almost every product they have. Especially as they get more ambitious. Google Fiber. Sidewalk Toronto. The list goes on. Why believe anything they pitch to you when they've proven time and time again that they aren't likely to deliver as promised, or even at all?
gaze 3y ago
they're exactly this way with youtube, too.
- x0x0 3y ago
  There's a pretty big difference, though, between an ad-supported free-to-use service vs a service I pay $216/u/y for.
  - gowld 3y ago
    Have you tested that theory?
    - x0x0 3y ago
      I meant more morally than de facto. As in the buyer of that service, I expect support (and will move to O365 if it is unavailable.) Though in a perfect world there would be more than 2 choices... To be honest, I have gotten pretty good support from GSuite, though it was fixing Google's own incompetence. It turns out that if you bought GSuite when prompted while registering your business' domain w/ Google Domains, that was a special GSuite locked out of certain features. Because reasons. It took contacting support to fix this. In a very Googley way, it was clear that many companies had hit this problem, and they'd built tools to fix it. They of course didn't stop the problem, but they did have a well-orchestrated process to fix it...
mcronce 3y ago
Google, institutionally, still seems to have not realized that many users are now customers and not (or at least, in addition to) product. If you are receiving money from somebody, they are your customer, and you have a responsibility to provide at least vaguely good service.
- cyanydeez 3y ago
  looks like you spelled consumer incorrectly, can I help you with that?
  - mcronce 3y ago
    No, I spelled customer correctly, but thank you for the offer.
- beardedmoose 3y ago
  Oh they don't care because people keep paying or they make money from the customer data they sell to others. At my employer we just switched away from google because they decided to double our monthly bill because we didn't want to enter into a contract. We could never reach our account manager or anyone at support that was helpful, they are just too big to care now. We are still dealing with stupid Google issues like any time our mail relay sends mail to Gmail servers it's 50/50 whether they decide to block it saying we aren't authenticated properly even though our SPF record is indeed valid.
- aidenn0 3y ago
  > Google, institutionally, still seems to have not realized that many users are now customers and not (or at least, in addition to) product. If you are receiving money from somebody, they are your customer, and you have a responsibility to provide at least vaguely good service. Tell that to Comcast.
  - VHRanger 3y ago
    Comcast is a monopoly. If they had competition they'd learn that quickly. Google has alternatives on all their services except arguably YouTube and search
bastardoperator 3y ago
It is weird, it's off putting, and it does come off as arrogant. Someone has convinced someone else that these lack of interactions is saving them something or from something. I think it's costs them but I have no data, so it's pure speculation. I know I wouldn't consider them for any serious service except maybe email at this point.
stillwithit 3y ago
> I’m half convinced that google-the-business sees customers as convenient peasants that purchase whatever it designs to sell. Supply side economics says this is what we supply, you buy. Thats how it works.
nomilk 3y ago
Could Google be trying reduce its exposure to legal ramifications (i.e. compensation / class action)?

EarlKing 3y ago

And this is why no one should have anything to do with Google. If the last fifteen years haven't taught people that, well, there's just no hope for you. For everyone else: Stay away from their offerings as if they were the plague.

asdff 3y ago
Its amazing how you can say as much for almost every product they have. Especially as they get more ambitious. Google Fiber. Sidewalk Toronto. The list goes on. Why believe anything they pitch to you when they've proven time and time again that they aren't likely to deliver as promised, or even at all?

gaze 3y ago

they're exactly this way with youtube, too.

x0x0 3y ago
There's a pretty big difference, though, between an ad-supported free-to-use service vs a service I pay $216/u/y for.
- gowld 3y ago
  Have you tested that theory?
  - x0x0 3y ago
    I meant more morally than de facto. As in the buyer of that service, I expect support (and will move to O365 if it is unavailable.) Though in a perfect world there would be more than 2 choices... To be honest, I have gotten pretty good support from GSuite, though it was fixing Google's own incompetence. It turns out that if you bought GSuite when prompted while registering your business' domain w/ Google Domains, that was a special GSuite locked out of certain features. Because reasons. It took contacting support to fix this. In a very Googley way, it was clear that many companies had hit this problem, and they'd built tools to fix it. They of course didn't stop the problem, but they did have a well-orchestrated process to fix it...

mcronce 3y ago

Google, institutionally, still seems to have not realized that many users are now customers and not (or at least, in addition to) product. If you are receiving money from somebody, they are your customer, and you have a responsibility to provide at least vaguely good service.

cyanydeez 3y ago
looks like you spelled consumer incorrectly, can I help you with that?
- mcronce 3y ago
  No, I spelled customer correctly, but thank you for the offer.
beardedmoose 3y ago
Oh they don't care because people keep paying or they make money from the customer data they sell to others. At my employer we just switched away from google because they decided to double our monthly bill because we didn't want to enter into a contract. We could never reach our account manager or anyone at support that was helpful, they are just too big to care now. We are still dealing with stupid Google issues like any time our mail relay sends mail to Gmail servers it's 50/50 whether they decide to block it saying we aren't authenticated properly even though our SPF record is indeed valid.
aidenn0 3y ago
> Google, institutionally, still seems to have not realized that many users are now customers and not (or at least, in addition to) product. If you are receiving money from somebody, they are your customer, and you have a responsibility to provide at least vaguely good service. Tell that to Comcast.
- VHRanger 3y ago
  Comcast is a monopoly. If they had competition they'd learn that quickly. Google has alternatives on all their services except arguably YouTube and search

bastardoperator 3y ago

It is weird, it's off putting, and it does come off as arrogant. Someone has convinced someone else that these lack of interactions is saving them something or from something. I think it's costs them but I have no data, so it's pure speculation. I know I wouldn't consider them for any serious service except maybe email at this point.

stillwithit 3y ago

> I’m half convinced that google-the-business sees customers as convenient peasants that purchase whatever it designs to sell. Supply side economics says this is what we supply, you buy. Thats how it works.

nomilk 3y ago

Could Google be trying reduce its exposure to legal ramifications (i.e. compensation / class action)?