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Comment by jaggederest | Hacker News Reader

There is only one customer at Google, and it is the people buying ads.

Astonishingly enough, even at moderate ad volumes there's still no customer service. You have to start spending truly astronomical amounts of money before an actual rep will attempt to help you with essentially any problem.

So to Google, "actual customer" means "someone spending six figures per month on advertising on our platform". As far as I am aware, even similar spending on other areas (GCP) doesn't warrant "actual customer" status.

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I have lots of criticisms of Google, but let's not spread misinformation. GCP does offer paid support options, depending on your business requirements. If it's critical for your business then you can afford to pay a few extra hundred dollars a month

They have it but it’s significantly worse than aws even at the enterprise tier. I don’t feel like I’m treated like a customer, just someone who should feel blessed to be allowed to use their systems. We’ve come across bugs that broke our entire system that they were paged about weeks prior but “nobody important was affected”

GCP support is not really good. If you need somebody to repeat support notes - they yes. Otherwise, it your business is down they will not help you with reasonable troubleshooting options or anything in that sort. I'm sorry but it is just not good.

Nah, it's absolutely cultural, not about the money paid. Large accounts may make them more responsive quantitatively, but the qualitative lack of care is still there. Google is the opposite of Amazon, cares about its engineers, does not care about its customers. They operate on the model of letting a well engineered product (as determined by Google engineers alone) capture users, and this you can see through and through in the difference between GCP and AWS.

It has worked so far, but as soon as the day their technical quality starts to flag, they are probably as good as dead.

After using the big three clouds for a long time, GoogleCloud got the absolutely worst support. And by far.

In my experience, their lower, "extra hundred dollars a month" range support plan was a waste of time, patience and money. They didn't seem to have any means to help me.

Sure we pay for their support. In fact, we pay them quite alot of money, but this "support" is horrible frustrating nonsense of dealing with email after email with clueless reps. When we complained about this basically we were told we need a TAM to avoid this.

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