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Have you had to deal with (or the lack of) Google's customer service? Tells about your experience.
I signed up three years ago for adwords, and months later accidentally discovered that they had rejected my ads. Now let me make an aside here. Most people think they are Google customers because they use the search engine or Gmail. NO! You give them no money, they should not think of you as a customer.
Sadly, paying them money (and wanting to pay them MORE money) did not seem to help. My business is too small for them to give me access to the 800 number. I think one of Google's problems is that they do not charge little customers like me enough money. I'd willingly pay ten times as much if they would just talk to me.
Instead, I got drones responding to my questions with irrelevant answers cut and pasted out of their policies which are already on the web. (Which when you think of it is ironic: I already knew everything about my problem before I started asking, because I know how to use their search engine really well. Yet their answers left me with the feeling that they presumed I did not have a search engine to find answers with.
I really never solved any of my problems, and I gave up. I would happily go with a competitor, but there are no viable ones yet. I use an Android phone, and have just gotten a second one. Stupid things that should just work (camera, screen saver, crashes/hangs) which were not a problem in the first phone are just awful in the second.
Google is still in the 'can do no wrong' phase of mind-share, but it will eventually catch up to them.
Sadly, paying them money (and wanting to pay them MORE money) did not seem to help. My business is too small for them to give me access to the 800 number. I think one of Google's problems is that they do not charge little customers like me enough money. I'd willingly pay ten times as much if they would just talk to me.
Instead, I got drones responding to my questions with irrelevant answers cut and pasted out of their policies which are already on the web. (Which when you think of it is ironic: I already knew everything about my problem before I started asking, because I know how to use their search engine really well. Yet their answers left me with the feeling that they presumed I did not have a search engine to find answers with.
I really never solved any of my problems, and I gave up. I would happily go with a competitor, but there are no viable ones yet. I use an Android phone, and have just gotten a second one. Stupid things that should just work (camera, screen saver, crashes/hangs) which were not a problem in the first phone are just awful in the second.
Google is still in the 'can do no wrong' phase of mind-share, but it will eventually catch up to them.
They could take the M$ route and charge $250 just to pick up the phone. It's funny that many of the same things from this article are also true of M$ when you compare the cost of a M$ product to all of the free Google services. They both are terrible at support. At the same time it is hard to imagine supporting all of the people on all of the products available. You would need a support team for each appliction. This does not scale well.
No, it's just irresponsible and selfish.
... with Microsoft I at least have a CHOICE to pay $250 for support. Oh, and Microsoft employees (and MVPs) actively read and respond to their forums, providing free support, unlike Google. Oh, and Microsoft lets someone buy a support contract so they can call when they need to, unlike Google. Oh, and when you DO talk to someone at Microsoft, they treat you like a paying customer, not the trash they stepped in on the way to work that morning like Google's support does.
Google's awful support is a large part of the reason why I don't give them a dime or use any of their services unless forces outside my control compel me to do so.
J.Ja
Google's awful support is a large part of the reason why I don't give them a dime or use any of their services unless forces outside my control compel me to do so.
J.Ja
To be honest I don't take anyone serious that uses "M$" instead of "MS". Grow up. I'm not a Mircrosoft fan boy by any means (I run Linux and Mac OS), but really, you people that use $ in place of an S are annoying and aren't taken serious.
When I decided to use Postini for mail filtering at my company I wanted to ask some questions. It took me over a week of trying before I got any sort of a response. The basic reason for no response was my company is too small for Google to care about - I was told to go to one of their many re-sellers. I'm sure Postini was much more attentive before Google bought them.
As for Mr. Monopoly's issues, I would encourage him to file suit. I'm sure there are more than a few maggots, I mean lawyers, who would love the exposure such a project would bring.
As for Mr. Monopoly's issues, I would encourage him to file suit. I'm sure there are more than a few maggots, I mean lawyers, who would love the exposure such a project would bring.
I agree fully with Kevin. Further, Google attempts to coerce its users into having one account. I carefully avoid this and compartmentalize different Google services.
If you doubt what Kevin and I say, just go to any of the help forums for Google's products, especially Adwords. You will see a huge number of posts of horror stories and pleas for help. You will see that about 5% of those pleas are answered, and mostly by volunteers (non-Google employees). Absolutely horrid, Google!
If you doubt what Kevin and I say, just go to any of the help forums for Google's products, especially Adwords. You will see a huge number of posts of horror stories and pleas for help. You will see that about 5% of those pleas are answered, and mostly by volunteers (non-Google employees). Absolutely horrid, Google!
This might be OK for consumers who will put up with self service. But I don't think Google can ever hope to gain Enterprise trust with such poor service. Even small business would have to think twice. It just go to show you why paid services are just that. They provide better customer service usually.
I have had a Gmail account since it started. This last year as they have expanded and changed systems, a person using a UK google mail account with the same user name has had emails come to mine. I have still not even found a way to let Google fix the problem as you stated the form circus is mind numbing. How much is this type of thing happening to others? I can't even forward the mail to the right person, it just comes back to me. And if that happens in the simple email ap, what is happening in the cloud based world with docs and such? By not even finding a person at google help to email to about it, it is frustrating. I saw this happen before in my career. A vendor used to be noted for 24/7 live parts and help. Corp got bought and cut services. Now it takes days to get help if lucky you can reach someone after computer phone assistance. Maybe we need to slow down and take a step back.
Plain and simple. They want too much information and as stated in the article just close down accounts. Their answer to fix that issue? Give them a valid Credit Card (and suffer a small fee) or provide them with valid Gov't issued ID (WTF?) who do they think they are the World Police??
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