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> If people really dislike not having e-mail support, they'll stop using Google. When they are locked out of their account and first realize that support is no

> If people really dislike not having e-mail support, they'll stop using Google. When they are locked out of their account and first realize that support is non-existent? Happens all the time, happened to me once (no, I didn't forget my password). > since it's almost universally known that Google provides zero support for free accounts Universally known among techies. This doesn't mean that every incoming email should now be checked and processed individually by a Google employee, the court said. [...] It was left up to Google how to deal with future incoming email. So Google doesn't need to respond to "How do I change the color of my inbox?" or "New design sucks!". But in case of serious trouble, a customer can expect the possibility of contacting a human.

mseebach 12y ago
So, they don't have to "check and process" each message, it's just that not checking and processing each message and being honest about it is not OK? So how much is enough?
- onli 12y ago
  That is hard to say, but the article gives part of an possible answer. It is obviously not enough to simply say "we don't read it". It thereby follows that it it not ok to not have a channel of communication. This implies that emails who are sent to the support address must have the option to be responded to - if they are important enough. Because if they are all just never answered, this is the same as not having a communication channel in the first place. My guess is that it has to be a ranking based on importance. Of course it is necessary to answer each one, like "How do I find the google website". But it might be that - in germany - things like having an account closed people relied upon in good faith and than not responding to inquiries why is problematic, given that this can high and monetary personal consequences (violation of customer protection laws, to which all of this is referring - and yes, this is not fully dependent on whether they pay. Imagine important document stored only there - maybe created there, so it is not totally not understandable not having a backup already - and then lost, thus causing a million dollar company to fail. I'm exaggerating, but stuff like that). Further, having an available contact channel is necessary to be able to submit legal documents, though I expect that Google has another avenue for that already.
- coldtea 12y ago
  Much than the negligible effort they do now? Taking serious inquires seriously? Not everything is a black/white situation.

mseebach 12y ago

So, they don't have to "check and process" each message, it's just that not checking and processing each message and being honest about it is not OK? So how much is enough?

onli 12y ago
That is hard to say, but the article gives part of an possible answer. It is obviously not enough to simply say "we don't read it". It thereby follows that it it not ok to not have a channel of communication. This implies that emails who are sent to the support address must have the option to be responded to - if they are important enough. Because if they are all just never answered, this is the same as not having a communication channel in the first place. My guess is that it has to be a ranking based on importance. Of course it is necessary to answer each one, like "How do I find the google website". But it might be that - in germany - things like having an account closed people relied upon in good faith and than not responding to inquiries why is problematic, given that this can high and monetary personal consequences (violation of customer protection laws, to which all of this is referring - and yes, this is not fully dependent on whether they pay. Imagine important document stored only there - maybe created there, so it is not totally not understandable not having a backup already - and then lost, thus causing a million dollar company to fail. I'm exaggerating, but stuff like that). Further, having an available contact channel is necessary to be able to submit legal documents, though I expect that Google has another avenue for that already.
coldtea 12y ago
Much than the negligible effort they do now? Taking serious inquires seriously? Not everything is a black/white situation.