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> a way for Google to secure a beachhead in half the Fortune 100 If that is their objective, they will fail again, since this is the land of good account manag

by belter 2y ago

> a way for Google to secure a beachhead in half the Fortune 100 If that is their objective, they will fail again, since this is the land of good account management. Being able to call somebody on the phone if required. Something AWS excels on, Microsoft a little bit, while Google is rumored to have humans working there, but they are rarely seen.

scarface_74 2y ago
This is such an underrated weakness of Google. When I was working at AWS ProServe, we never even took GCP as a serious competitor. Their customer service, acount management and enterprise sales team was so horrendous it was laughable. I don’t think we even had talking points about why AWS was better than GCP like we did Azure.
- ABS 2y ago
  what drives me mad is that it's not even underrated! everyone knows, everyone has been talking (and complaning) about this for something like 15 years! I personally know of 2 big GCP customers who, over the years, left GCP because of this and the impact it had in critical situations. This very feedback was given in both cases to people considerably high up on GCP's ladder and... nothing's ever changed. I'm sure plenty other big migrations off GCP provided the same feedback, to no avail. When Diane Greene first and then Thomas Kurian became Google Cloud CEOs people thought that finally, due to their previous experiences in very Enterprise-aggressive companies, they would improve massively on that front. Did they improve the situation? a bit. Massively? bringing GCP finally on-par with anyone else (not better than anyone else, just... the same)? nope, not even close.
  - otterley 2y ago
    Google is, at its core, an advertising company that tries to disguise itself as a technology company. When necessity calls, they will undoubtedly elect to divert resources towards their core business and away from their hobby projects (which GCP is).
    - refulgentis 2y ago
      I think you'd be quite surprised by how big it is inside Google. & Kurian won himself a lot of favor when Cloud figured out how to make sure it became profitable in Q2? 2023. It was the last Google organization to have a genuine sustained hiring spree and didn't face nearly the same amount of cutbacks
      - deleted 2y ago
        [deleted]
chairmansteve 2y ago
Yep. That is top of my list when choosing a cloud provider.
fastest963 2y ago
We have a relatively modest commit with GCP, around $1M a year, and have a dedicated account rep who I can contact whenever I need to. In fact, we've had a similar relationship even when we were half the size.
- belter 2y ago
  And did you ever had the need to escalate something? : https://www.reddit.com/r/googlecloud/comments/1ey0rx8/gcp_support_so_bad/ https://www.reddit.com/r/googlecloud/comments/1ey0rx8/gcp_su...
amputect 2y ago
Google simply does not have a culture of giving a shit about people's experiences with their product. If you are having a problem you better either have that problem so frequently and severely that it shows up on whatever monitoring system they're using to evaluate release health, or you better get comfortable with it for the long haul.
VirusNewbie 2y ago
I previously worked for a startup that used GCP with a less than 7 figure spend each year and we had no problems talking to people at Google.
- belter 2y ago
  An experience not shared by others: https://www.reddit.com/r/googlecloud/comments/1ey0rx8/gcp_support_so_bad/ https://www.reddit.com/r/googlecloud/comments/1ey0rx8/gcp_su...
VirusNewbie 2y ago
Why do you think some of the largest companies are using GCP though? If there customer support is really that atrocious, what is the explanation?
- hadlock 2y ago
  Inertia

by belter 2y ago

scarface_74 2y ago

This is such an underrated weakness of Google. When I was working at AWS ProServe, we never even took GCP as a serious competitor. Their customer service, acount management and enterprise sales team was so horrendous it was laughable. I don’t think we even had talking points about why AWS was better than GCP like we did Azure.

ABS 2y ago
what drives me mad is that it's not even underrated! everyone knows, everyone has been talking (and complaning) about this for something like 15 years! I personally know of 2 big GCP customers who, over the years, left GCP because of this and the impact it had in critical situations. This very feedback was given in both cases to people considerably high up on GCP's ladder and... nothing's ever changed. I'm sure plenty other big migrations off GCP provided the same feedback, to no avail. When Diane Greene first and then Thomas Kurian became Google Cloud CEOs people thought that finally, due to their previous experiences in very Enterprise-aggressive companies, they would improve massively on that front. Did they improve the situation? a bit. Massively? bringing GCP finally on-par with anyone else (not better than anyone else, just... the same)? nope, not even close.
- otterley 2y ago
  Google is, at its core, an advertising company that tries to disguise itself as a technology company. When necessity calls, they will undoubtedly elect to divert resources towards their core business and away from their hobby projects (which GCP is).
  - refulgentis 2y ago
    I think you'd be quite surprised by how big it is inside Google. & Kurian won himself a lot of favor when Cloud figured out how to make sure it became profitable in Q2? 2023. It was the last Google organization to have a genuine sustained hiring spree and didn't face nearly the same amount of cutbacks
    - deleted 2y ago
      [deleted]

chairmansteve 2y ago

Yep. That is top of my list when choosing a cloud provider.

fastest963 2y ago

We have a relatively modest commit with GCP, around $1M a year, and have a dedicated account rep who I can contact whenever I need to. In fact, we've had a similar relationship even when we were half the size.

belter 2y ago
And did you ever had the need to escalate something? : https://www.reddit.com/r/googlecloud/comments/1ey0rx8/gcp_support_so_bad/ https://www.reddit.com/r/googlecloud/comments/1ey0rx8/gcp_su...

amputect 2y ago

Google simply does not have a culture of giving a shit about people's experiences with their product. If you are having a problem you better either have that problem so frequently and severely that it shows up on whatever monitoring system they're using to evaluate release health, or you better get comfortable with it for the long haul.

VirusNewbie 2y ago

I previously worked for a startup that used GCP with a less than 7 figure spend each year and we had no problems talking to people at Google.

belter 2y ago
An experience not shared by others: https://www.reddit.com/r/googlecloud/comments/1ey0rx8/gcp_support_so_bad/ https://www.reddit.com/r/googlecloud/comments/1ey0rx8/gcp_su...

VirusNewbie 2y ago

Why do you think some of the largest companies are using GCP though? If there customer support is really that atrocious, what is the explanation?

hadlock 2y ago
Inertia