The Fi team cares a long about these kinds of issues and does what they can to solve them. I cannot comment on specific cases, but as someone that works on Payments @ Google, I've seen the Fi team advocate for their users a lot to get things running smoothly. They deeply care about good experiences and do what they can to make sure that's the case.
Sadly, things sometimes go wrong, and it becomes a learning experience to make it better for users in the future.
Sadly, I've experienced the same steep drop in Google support of late (twice in the past week in fact) working with G Suite support agents.
Just yesterday, I was helping a client troubleshoot a week-long issue with Drive File Stream ("Can't reach Google Drive") that remains unresolved for three of their users. Despite repeated phone calls and a promised callback from a "Drive engineer", the issue persists. We've eliminated suspected culprits by testing on other computers and networks.
Tech support from large players like Google, Microsoft, and Rackspace, even when paid, has declined precipitously in recent years.
Transparency is hard for some reason at large companies. I think it's a mixture of wanting to maintain an image, plus complexity of systems that don't always make it easy to get information to end-users about issues.
For your Drive FS issue, I assume you're on Windows? I have no clue if this is backend or client, but watch for a new version: https://support.google.com/a/answer/7577057
Maybe that will fix your issues. I'm not sure how to check your Drive FS client version sadly.
> For your Drive FS issue, I assume you're on Windows? I have no clue if this is backend or client, but watch for a new version: https://support.google.com/a/answer/7577057 Maybe that will fix your issues.
Thank you. Yes, they're Windows clients. We've tried downloading the latest version (as of yesterday) on completely new Windows 7 and 10 machines on a completely separate network and still have the same issue for the same 3 users every time. The other users don't have any problem with File Stream. We've checked and rechecked all of the settings available to us via the G Suite Admin Dashboard.
The Fi team cares a long about these kinds of issues and does what they can to solve them. I cannot comment on specific cases, but as someone that works on Payments @ Google, I've seen the Fi team advocate for their users a lot to get things running smoothly. They deeply care about good experiences and do what they can to make sure that's the case.
Sadly, things sometimes go wrong, and it becomes a learning experience to make it better for users in the future.