Re:Google May Have to Get Used to Third Place in the Cloud
by elguyosupremo on Wednesday November 14, 2018 @07:13PM
(#18455619)
If you pay for their enterprise level support for GCP you can get human responses very easily (and quickly on high priority requests) though they tend to have to escalate and complicated issues to their engineering teams. We also have weekly meetings with their CRE team where we can give general input, make feature requests and get support requests/etc expedited as needed.
Their support for small customers could use some improving but their enterprise support is nothing like you describe.
Re:Google May Have to Get Used to Third Place in the Cloud
by ubernostrum on Wednesday November 14, 2018 @07:32PM
(#18455727)
Again:
Even if there is real support available, the reputation for a horrible lack of it is so entrenched I don't see how they'll overcome it.
Re:Google May Have to Get Used to Third Place in the Cloud
by netheril96 on Thursday November 15, 2018 @01:03AM
(#18457235)
GCP may overcome the bad reputation if many satisfied customers speak up, like your parent post has done.
"Oops, the algorithm decided to wipe out your business. No, you can't talk to a human. No, you can't appeal it and there's no review, and we can't tell you why, because the algorithm said so" is something Google has gotten away with for years with many of their services. But it's going to wreck them as they keep moving into spaces where people expect a level of support commensurate with the amount of money they're paying. Even if there is real support available, the reputation for a horrible lack of it is so entrenched I don't see how they'll overcome it.