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Comment by teddyh | Hacker News Reader

As I said two years ago¹, Google is too large to have actual customers, per se, since any group of paying users is still too small for Google to need to pay attention to.

① https://news.ycombinator.com/item?id=9912754

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Bullshit.

Any telco operator has millions of customers and it handles support just fine.

Any bank has millions of customers and it does support just fine.

Google enterprise products (Cloud, app engine, apps) are nowhere near that number. They have no excuse for not having support.

You must be living with different telcos and banks than the rest of us. They often frequent the lists of most hated companies, for example [1] has good representation from both industries.

[1] https://finance.yahoo.com/news/america-most-hated-companies-...

I don't have much to complain about all the providers I had in my life.

Sure, I had to wait 15 minutes on the phone a few times, or send letters now and then. Nothing out of the ordinary.

I think you misunderstand me. I’m not saying Google couldn’t have acceptable support. I’m saying they don’t have to; there is simply no perceptible downside to them if they don’t.

That is true for all their free public services. They are build without support. Can't support 1 billion free users.

That is untrue for all entreprisey services. They must have support.

What do you mean, “must”? They seem to be doing fine without it. Google will still have enterprise customers, no matter how bad their support is when it is really needed.

These are all little hobby projects for the advertising company.

Part of ecosystem. See how firebase today is integrated with analytics/ads.

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