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Comment by tyfon | Hacker News Reader

And google is supposed to launch a gaming console today that streams from the cloud. It's bound to generate a ton of support cases, I wonder how they will handle that.

I also wonder how they deal with the countries that require a publicly listed phone number and address to be able to contact them.

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The phone number will go to a recording directing people to use the online support form that routes to /dev/null, while anything mailed to the PO Box listed that isn't a legal notice will go in the trash.

These large companies do not care about local laws beyond doing the bare mimimum to appear somewhat compliant.

They'll suggest you use a community forum, and that forum will be full of people who love the product and the company and who have never seen your bug and who will tell you you're holding it wrong or that you're lying about the product and you must be a shil from that other company.

They'll just spin up more instances of support_agent.py

So that's what Google Duplex was for.

I always find it slightly funny that there is a movie [1] about working at Google and a big part of the challenge is how they handle support cases.

[1] https://www.imdb.com/title/tt2234155/

>It's bound to generate a ton of support cases, I wonder how they will handle that.

They would have to try hard to be worse than Xbox Live Support. Customer service is dead for most consumer electronics.

I've actually found that Microsoft has great support. I've had some asshole from Russia actively trying to steal my LIVE.com email for the last year (for whatever reasons). And every time he finds a way to get in I just fire up the chat and they reset my account.

I've found Live to have great support. Console arrived with a broken disc drive - shipping label seen sent within an hour, and a free (download) game for the trouble; wanted to cancel a transaction and the site was bugging out - sorted in about five minutes in the online chat; controller broke - free shipping label and back in about a week; console developed a fault in use - ditto.

I imagine like most of their end-user products they just won't handle that.

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