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Comment by Varqu | Hacker News Reader

I think the main problem with Google is that they apparently treat Human Customer Support as the worst possible Evil.

Of course, it is not feasible to provide it to all users, but in case of Google even if you spend in the range of XX thousands - Y million $ per year with them, you have a very hard time speaking with a human being, even if SHTF.

From my basic business understanding, it wouldn't cost them that much to provide better support considering their $75 billion profit in 2021 [1]

[1] https://abc.xyz/investor/static/pdf/2021Q4_alphabet_earnings...

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> Of course, it is not feasible to provide it to all users

Maybe it should be made illegal to provide paid services without adequate customer support, just pushing the costs back onto the customer, which is what Google is doing, is pure fraud.

That would be ironic since government customer support is many times getting a hold of your local representative and hoping they take up your cause.

Private-sector customer support can also mean contacting your local representative and hoping they take up your cause. That tactic once got a health insurer of mine to stop trying to wait us out and just pay the damn bill they were supposed to pay.

If you know Google doesn't provide adequate customer support, just don't use it?

Easier said than done - for example: You have a business which was review-bombed with 1-star reviews on Google Maps. If you are in B2C, you are now bleeding money and good luck getting your entry removed from Google properties.

how would you know that until they do it to you? what does "adequate" mean legally?

I manage about $210K a month in ad spend and the support I get is terrible. I would gladly pay a fee to get good support.

> Of course, it is not feasible to provide it to all users, but in case of Google even if you spend in the range of XX thousands - Y million $ per year with them, you have a very hard time speaking with a human being, even if SHTF.

That's not my experience. Unless your whole account is suspended you can usually get through to a human on ad disapprovals.

Many accounts I've been on in the XX thousands - Y million $ per year range also get dedicated contacts (glorified sales people) that can sometimes help with disapprovals.

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