I love Google, you love Google, the whole world loves Google, but that love is unrequited–at least when it comes to Google’s customer service.
It seems that Google believes it can provide enterprise level services without actually offering enterprise level support. You won’t be shocked to learn that Google Apps suffered an outage AGAIN this week.
A Google official posting status updates on the Apps forum wrote that the problem affected “a small subset” of Apps users, without being more specific.
A “small subset?” Google Apps is reported to be used by more than 10 million people! If that small subset were just 0.1% of users, that left 10,000 users with no access to email, calendars, or documents for about 15 hours!
OK, so perhaps when you’re running such a large-scale operation, downtime can’t be avoided. But, what can be avoided is Google’s impotent approach to customer service. I have first-hand experience that the official channels for customer service at Google suck! You just try getting a transparent explanation of what’s going on or and ETA of when you’ll be back online. As one frustrated user put it…
“Seriously…It has been two hours. Can you provide us with another update? For a company with your reputation, I’m absolutely shocked at the apparent absence of customer service,” wrote a Google Apps administrator on the discussion forum on Wednesday. “This amount of down time is unacceptable.”
Hey Google! How about taking some of the billions of dollars in profits and applying it to some actual customer service?