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Comment by lerchmo | Hacker News Reader

support is fantastic, we have a large cluster on GCE. I don't know how support will scale with general availability though.

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You know it seems very suspicious to create a new account to say this.

Especially since the common wisdom (and from my personal experience as well) is that Google's support is woeful.

I know that's the historical wisdom but we are working very and investing heavily to make sure that isn't true in general, and specifically for Cloud Platform. We've scaled our support team dramatically to support the influx of paid support with GA and are working hand-in-hand with lots of customers everyday. It's obviously never perfect, but I can assure you it's important to us and we are doing everything we can to make the experience with support as good as we can.

-Brian

Perhaps, and I'm not trying to be facetious, a detailed blog post regarding firstly, that this (customer service) has been an issue in the past, and secondly, the measures that have been taken ("We've scaled our support team dramatically") to ameliorate the support problem.

I see Google developing a bad reputation for customer service (on HN at least. See https://news.ycombinator.com/item?id=6837249 for the most recent example) and some honest recognition of the problem could go a long way to restoring this.

I apologize if you aren't the correct person to direct this to; perhaps you can divert it to the correct channel.

You've called them on the phone? What were the incident(s) / support needs like on your part?

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