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If that's a full and accurate transcript; then there's a lot of things deeply wrong with that. If you pay a company over a million dollars in advertising fees,

by byuu 11y ago

If that's a full and accurate transcript; then there's a lot of things deeply wrong with that. If you pay a company over a million dollars in advertising fees, you'd expect a phone call prior to service cancellation. And you damn sure wouldn't expect a chat window analyst to say "lol" to you when you pointed out their own hypocrisy. I know they like young employees there, but are they staffing their customer support team with teenagers now? I get sense of humor, but there's a time and a place. A customer just had their account blocked, now's not the time to be anything but apologetic. Customer Service 101 stuff here.

Quarrelsome 11y ago
I thought the "lol" was one of the first things that support guy did _right_. They demonstrated a disturbing lack of empathy with the rightful outrage of the client. The "lol" was the first point in that conversation where you see the support staff essentially saying: "I think you have a point".
davidgerard 11y ago
> If you pay a company over a million dollars in advertising fees, you'd expect a phone call prior to service cancellation. And you damn sure wouldn't expect a chat window analyst to say "lol" to you when you pointed out their own hypocrisy. I know they like young employees there, but are they staffing their customer support team with teenagers now? The great thing about Google is that they don't just treat the end users with contempt - they treat the paying customers with the same contempt! (seriously, try getting support for a paid-for GApps problem)
- andmarios 11y ago
  Same stuff goes with Google Cloud which Google advertises as “business oriented”. We had a $20/month project that for some reason its billing account became invalid. It was the first week of the month, billing is at the end of the month, they could just ask us to fix the issue. Instead they chose to suspend all our projects on Saturday morning, despite paying them more than $10,000/month for the rest of the projects —which had no billing issues. We found out when all our external service monitors went crazy. Google emailed us a couple hours later and didn't restore our projects until Tuesday. Extra credit should be given for when they informed me that they turned my personal, non-commercial / developer account to a business account because “google cloud should only be used for business”.

by byuu 11y ago

Quarrelsome 11y ago

I thought the "lol" was one of the first things that support guy did _right_. They demonstrated a disturbing lack of empathy with the rightful outrage of the client. The "lol" was the first point in that conversation where you see the support staff essentially saying: "I think you have a point".

davidgerard 11y ago

> If you pay a company over a million dollars in advertising fees, you'd expect a phone call prior to service cancellation. And you damn sure wouldn't expect a chat window analyst to say "lol" to you when you pointed out their own hypocrisy. I know they like young employees there, but are they staffing their customer support team with teenagers now? The great thing about Google is that they don't just treat the end users with contempt - they treat the paying customers with the same contempt! (seriously, try getting support for a paid-for GApps problem)

andmarios 11y ago
Same stuff goes with Google Cloud which Google advertises as “business oriented”. We had a $20/month project that for some reason its billing account became invalid. It was the first week of the month, billing is at the end of the month, they could just ask us to fix the issue. Instead they chose to suspend all our projects on Saturday morning, despite paying them more than $10,000/month for the rest of the projects —which had no billing issues. We found out when all our external service monitors went crazy. Google emailed us a couple hours later and didn't restore our projects until Tuesday. Extra credit should be given for when they informed me that they turned my personal, non-commercial / developer account to a business account because “google cloud should only be used for business”.