Is this true? As a paying customer for gsuite, the 4 times I've contacted customer service I got someone immediately and they solved my problem immediately. I'm not a big customer either I have one account. I pay them $72 a year.
I have a grandfathered free GSuite plan on a domain I hardly use.
The few issues I have had have been promptly solved by a real person.
It's very much opposite when it's come to AdSense, but again they don't really care when some webmaster lose his source of income since there will be other webmasters to replace him.
Fundamental difference: person who buys adds --> Google gets money person who uploads videos --> Google gives money
It's pretty clear to me what the antithesis is here. Sorry to over-simplify, but yes, imho this matters.
i have dealt with google europe, i even visited the offices in dublin but i do not have a confidence that they know the answer, most of them are there to try to convince you to try this new thing and incrase you budget.
> i have dealt with google europe, i even visited the offices in dublin
So obviously my impression might be limited to quite superficial questions or problems. It's very much possible that if you work with something actually complex their support isn't anywhere as useful as it's for entry-level customers.
"Absolute certainty" aside, OP basically just said they saw the mountain from the base (only has the view of the volume of tickets pending in their queue) and most of it is in a cloud, they can't even see the top, it looked big, hard to drill, impossible to shave down to ground level. The "absolute certainty" confirms the point of view.
Senior management see it from above (see the big picture) and see total volume of work, a mathematical division based on resources, the value of each work area, which are core or not, where to focus more resources, and which parts to cut down because they set the end goal.
The customer sees the paid promise of a flat terrain. No mountain, no resources.
Now I don't expect the support engineer to know or care about more than what comes in their queue. That's their only job. But I do know management almost always sees support areas, especially for the "low value/impact" segments, as the best candidates for some savings when you have shareholders to please. Successful management will strike a balance between saving more money from cutting costs than they are losing by losing customers and image. Anything else is considered shortsightedness: they either leave money on the table, or they choke the business for short term gain.
In this particular case YouTube could solve the issues but they have deemed this not worth it. The amount needed to fix this is higher than the return so it can't be justified. Fixing one offs and high visibility cases is cheaper than eliminating the issue entirely.
Google's customer service is horrible even for organizations that pay them +$10k/month or make them +$10k/month for ad sales, and that is a far smaller number.
You would think they could at least scale customer support properly for that much smaller number, but they don't because culturally they do not want to. Even people who have used google cloud services say the support is bad compared to AWS. Google stands out as a corp that is really bad at customer service.
While apple, amazon, AWS & many other companies provide customer support that mostly works for customers who provide maybe $40/month max in revenue. They don't even let you self pay for your own support at google in most cases.
I bet youtubers who live on their work on youtube would gladly pay $100 to deal with one off incidents like these that might happen once a year if it meant they had proper thought applied to their issues for example.