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Comment by toomuchtodo | Hacker News Reader

Because Paypal is known as a bastion of neutral dispute resolution rolls eyes

Paypal is terrible, but at least you can get on the phone and talk to someone when things get hairy. Every time I have google support issues I end up waiting days or weeks for automatic replies that don't even address the issue.

Google Apps has great support.

No - Google Apps have terrible support. Basecamp has great support. Stripe has great support. Rackspace has great support. Google Apps... not.

How does Stripe have great support? I had to wait two days for a reply. The advice I got was very good, but the response time doesn't make for "great" support.

That depends what the question was.

I've had nothing but excellent (less then 6 hour) response times from Stripe.

I just asked if they would be unhappy with lots of charges and immediate refunds (answer: they would be, it costs them a bit).

Stripe has amazing support, even proactively reaching out when weird things happen:

Got a 500 error back from their API once and had an email from one of their engineers in my inbox almost immediately after to find out what happened and resolve it (my http lib was using stale DNS).

Hum, maybe I just got unlucky. I'm extremely satisfied with them overall, it's just that the response time could use a bit of improvement.

Rackspace has great support if your definition of support is taking a ticket and getting back to you in 2-4 hours.

To the sibling post: actually Rackspace has horrible support. They regularly experience downtime and outages and never notify customers or update their status blog. Can you get someone on the phone? Yes. Do they have anything of value to offer you? No. My favorite was when they referred me to their twitter feed, which hadn't (at the time) been posted to in 9 months.

That's not really horrible. Horrible is when AdSense shuts your account with $15k/mo revenue, confiscates $30k earnings already on the account, refuses to tell you why (a template response) and there is absolutely no human you can call and discuss this.

I have to disagree - Google Apps has the absolute worst support of any business application/suite I've ever used.

If Google provides meaningful support for Wallet going forward, I hope they consider extending it to Apps - it's desperately needed.

can you characterize what makes their support "the absolute worst support of any business application/suite I've ever used" with examples?

that is not the general consensus of google apps customers, so i am curious what experiences have caused you to have this opinion.

Paypal is actually much better. When you reach about 10k/mo, they give you a special representative from the account management team, with a special phone number, and those guys are quite smart and easily available. First hand knowledge.

I used to manage a Paypal account that did significantly more than that, and nobody ever offered that to me.

Internationally I think it's $50k/mo in revenue...

@raldi: could be also dependent on the number of payments per day. My knowledge is for the account with relatively small, but numerous payments.

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