5 ms·

If you want a short version of the story, here it is: it took 5 days (approximatively 150 hours) to get the first reply from the so called “Google Enterprise Su

If you want a short version of the story, here it is: it took 5 days (approximatively 150 hours) to get the first reply from the so called “Google Enterprise Support”. And that’s the good news. The bad news is that most of the Google products don’t come with any kind of support whatsoever, unless you are internet famous.

dasil003 17y ago
Yeah, Google apparently uses Digg as its CRM system.
conover 17y ago
For some reason I can't get to the article. Anyway as another anecdotal data point: We have a few Google Search Appliances where I work. When one of them broke (rather catastrophically) Google Support was on top of it and the problem was fixed relatively quickly. Edit: I suppose this is a case of "you get what you pay for". Google Search Appliances are non-trivially expensive. I guess they wouldn't be able to get away with bad support for those.
- aliebschner 17y ago
  I threw money (RAM) at the problem and the server is back up, at least it is now ;-)
jrockway 17y ago
If you want some details on the story, here it is: this wasn't for any service he actually paid money for. If I give you something for free and it breaks, you are entitled to keep both pieces. Expecting anything else is ... confusing.
- aliebschner 17y ago
  Nah. Here are the details: I think I would be able to reproduce the issue but I have no way to contact them other than an abandoned "official" google group. I call this a crappy way to run a "free" service.
  - pyre 17y ago
    How does that reply have anything to do with what you're replying to? Post: "you are not entitled to support" Reply: "i can reproduce this problem, but i can't get support"
    - aliebschner 17y ago
      In the world of free stuff most of the time support is not granted. "You are free to e-mail us, and we are free to ignore you" -- that's fine. In the world of google free stuff it's "we made a business decision not to give our customers the opportunity to contact us", to my biased opinion this decision is bad because not only I'm not able to ask for support but I can't even fill in a bug report.
      - pyre 17y ago
        How do you even know that the problem is reproducible? You've only managed to trigger it once.
        jrockway 17y ago
        He was going to Google Search to see if anyone else had the problem, but he swore to never use Google again. Oh, the ... irony?
  - wmeredith 17y ago
    Then use something else. You're not locked in, there is no contract, you aren't invested (no money has changed hands); why not just move on?
trapper 17y ago
For me it's been six months with two emails. I replied within minutes to both. They overcharged me 250$ or so. And even though I should be peeved, I love their services and would never change :)

dasil003 17y ago

Yeah, Google apparently uses Digg as its CRM system.

conover 17y ago

For some reason I can't get to the article. Anyway as another anecdotal data point: We have a few Google Search Appliances where I work. When one of them broke (rather catastrophically) Google Support was on top of it and the problem was fixed relatively quickly. Edit: I suppose this is a case of "you get what you pay for". Google Search Appliances are non-trivially expensive. I guess they wouldn't be able to get away with bad support for those.

aliebschner 17y ago
I threw money (RAM) at the problem and the server is back up, at least it is now ;-)

jrockway 17y ago

If you want some details on the story, here it is: this wasn't for any service he actually paid money for. If I give you something for free and it breaks, you are entitled to keep both pieces. Expecting anything else is ... confusing.

aliebschner 17y ago
Nah. Here are the details: I think I would be able to reproduce the issue but I have no way to contact them other than an abandoned "official" google group. I call this a crappy way to run a "free" service.
- pyre 17y ago
  How does that reply have anything to do with what you're replying to? Post: "you are not entitled to support" Reply: "i can reproduce this problem, but i can't get support"
  - aliebschner 17y ago
    In the world of free stuff most of the time support is not granted. "You are free to e-mail us, and we are free to ignore you" -- that's fine. In the world of google free stuff it's "we made a business decision not to give our customers the opportunity to contact us", to my biased opinion this decision is bad because not only I'm not able to ask for support but I can't even fill in a bug report.
    - pyre 17y ago
      How do you even know that the problem is reproducible? You've only managed to trigger it once.
      - jrockway 17y ago
        He was going to Google Search to see if anyone else had the problem, but he swore to never use Google again. Oh, the ... irony?
- wmeredith 17y ago
  Then use something else. You're not locked in, there is no contract, you aren't invested (no money has changed hands); why not just move on?

trapper 17y ago

For me it's been six months with two emails. I replied within minutes to both. They overcharged me 250$ or so. And even though I should be peeved, I love their services and would never change :)