Do rank and file Google engineers realize how atrociously bad Google customer service is and how much of a long-term problem this is creating for businesses?
We're not just talking about supporting "free" products here, we're talking about products you pay for. It's not just disrespectful, it's flat out evil and destructive.
Does Google realize what happens when you have a smaller business hanging on by a thread but can't find a way, after weeks of effort, to get in touch with anybody that will address their billing or approval issue in a human manner? People ultimately lose their jobs and businesses go under because Google's customer service is absolutely disgraceful shit.
This doesn't even have to be a cost center. I would flat out pay money for support if I can merely get an actual human to address stuff in a serious manner when there's an important issue that threatens my business.
Friend of mine had his startup's email and contacts and some other data(using those GApps plugins/add-ons) hosted on GApps. Sth broke and they kept trying to get in touch with someone at Google but every time hit a robo-wall. They got wiser in 2 days and used the next 2 days to migrate everything to some other service suite but not everyone is lucky to have that much time when they need it or during bad times.
That very day I bought my domain. Though I host it with Google Apps itself(free and for my personal a/c - mainly because of chat and calendar), I can have total control over my mails (at least; though not chat and calendar) within one hour out of Google land as long as I am the domain owner.
We're not just talking about supporting "free" products here, we're talking about products you pay for. It's not just disrespectful, it's flat out evil and destructive.
Does Google realize what happens when you have a smaller business hanging on by a thread but can't find a way, after weeks of effort, to get in touch with anybody that will address their billing or approval issue in a human manner? People ultimately lose their jobs and businesses go under because Google's customer service is absolutely disgraceful shit.
This doesn't even have to be a cost center. I would flat out pay money for support if I can merely get an actual human to address stuff in a serious manner when there's an important issue that threatens my business.