Google has zero experience in both building/running/maintaining physical telco plant.
The network Google is deploying is nothing more than a bunch of glorified Ethernet network switches. I'm sure they have quite enough experience building/running/maintaining networks.. especially since it's well known that they get their own kit built specifically for them.
The Customer Service is an issue, but I think their innovative approach to CS could be one of the biggest benefits, throwing brains at problems as opposed to more clueless people answering phones seems like a good thing. Infact, on this note, analysing vast amounts of data for trends and problems is exactly the sort of thing Google is amazing at.. and most faults with internet service can be identified, and remotely resolved, in this very manner.
Customer service, from the telecom standpoint, isn't so much about troubleshooting as it is with customer relations and dealings.
- Setting up billing and payments
- Altering billing payments
- Adjusting for outages
- Scheduling repair vans
- Scheduling installation
- Answering clueless customer questions
Now I completely understand how Google may just defer much of those types of issues to a central website but I know plenty of people that refuse to use a service because of lacking telephone support. Google might be happy going that way but I wouldn't pretend it is good CS.
Thers a world of difference in doing a small network of say 3 buildings and 3k ports ie what you bog standard CCNA can do. And building infrastructure including the local loop is quite different to a few custom DC's which is where Googles experience lies.
Theres the whole "oles and poles" aspect and providing power to the cabs and the plant to name but two diferences.
and in Google datacentres they don't care of a blade or a rack drops off but in this case thats x subs that have just lost service.
The Customer Service is an issue, but I think their innovative approach to CS could be one of the biggest benefits, throwing brains at problems as opposed to more clueless people answering phones seems like a good thing. Infact, on this note, analysing vast amounts of data for trends and problems is exactly the sort of thing Google is amazing at.. and most faults with internet service can be identified, and remotely resolved, in this very manner.