Google Intrusion Detection Problems • Hacker News Board

Re: Google Intrusion Detection Problems

#31

Post by ocdtrekkie » Mon, Aug 22, 2016, 6:24 PM UTC

jwatte wrote: post #27

blakeyrat wrote: post #3

Earlier quoted context omitted.

Well, if it's something like YouTube you can kind of "forgive" their awful customer service in exchange for the free hosting and search features. It's a heck of a lot less forgivable for a product you pay actual money to use. The support page telling you to use a widget that doesn't exist is really going above and beyond in the realm of user-hostility.

There should be integration tests for documentation. Maybe some machine learning could be applied to that? Maybe I should set that up on some cloud service. Let me check the documentation for how to do that...

One of the things sandstorm.io does which makes a lot of sense, is that they regularly commit changes to their docs within the PRs that change the actual software. It's not integration tested, mind you, but the general practice means they do a pretty good job keeping their docs updated.

Re: Google Intrusion Detection Problems

#32

Post by [deleted] » Mon, Aug 22, 2016, 6:24 PM UTC

CaptSpify wrote: post #24

markstos wrote: post #21

Earlier quoted context omitted.

I worked on a project that costs about $5k/month to self-host. After moving it to AWS, it was about $2k/month. So $36k/year savings in hosting costs. In our case outgoing bandwidth at AWS was about 10x cheaper than what our ISP offered. Having spent years help running a physical hosting company, working with virtualized servers saves LOTS of time. I still find it amazing and much, much cheaper in staff-hours to reboo…

Right, I'm not saying hosted solutions are never the answer, they are just less often the answer than people seem to think. Too many people buy into the cloud-hype, and never look at the numbers until it's too late. And that doesn't even touch the trust you have to have in your provider. And I love virtual more than physical. But I set up my own virtual server and run them myself.

[deleted]

Re: Google Intrusion Detection Problems

#33

Post by chaostheory » Mon, Aug 22, 2016, 6:24 PM UTC

abstractbeliefs wrote: post #2

I don't understand why people are ever surprised about Google offering substandard support for really anything. Time and time again Google products prove to make the happy path happier, but as soon as anything should go wrong, you're on your own with no explanation, and no support. Additionally, and as an aside to the core issue here, I've found the recent Google Cloud UI updates to be a real pain. When I last used t…

Yeah, Google tends to rely on machines too much for customer support for paid services. I understand the rationale, but it's just not good enough compared to real people handling customer support... yet

Re: Google Intrusion Detection Problems

#34

Post by 1_2__3 » Mon, Aug 22, 2016, 6:26 PM UTC

tscanausa wrote: post #22

My name is Terrance and I work on Google's Cloud Support Team. Our team mission is to Reduce Customer Anxiety. We take that very seriously, and Fred's experience obviously shows that we fell short this time. The process should have been an easy flow to follow, and it was not. We are reviewing this incident in detail to ensure that we make the process less error prone and quicker in the future. Best, Terrance

I don't want to sound disrespectful, and very much appreciate your posting. But realize that the audience here has seen the OP's story play out with Google's products over and over again. This is clearly a systemic issue with how Google handles support, and claiming "fell short this time" is more than a little disingenuous.

(I also get 'man bites dog' will also get more traction than the inverse, but regardless - this kind of complaint is a very common one about Google's products, from consumers and businesses alike).

Re: Google Intrusion Detection Problems

#35

Post by ocdtrekkie » Mon, Aug 22, 2016, 6:26 PM UTC

aluminussoma wrote: post #23

Reaching a human being is a common problem with all Internet businesses. I've had similar frustrations with Google competitors. As an industry, we have to do much better with customer service. Our users are real human beings.

This is why when it comes to web hosting, I only do business with companies that have 24/7 phone support. It limits my options a lot. GoDaddy and HostGator both provide this, most others I've seen don't.

But before I got my first HostGator account, I called their tech support line at 2 AM, and got a guy named Chris with a strong Texan accent. And I've had escalated issues at odd hours where I've actually spoken directly to sysadmins there. Ticket support only hosting simply can't compete with that service, no matter the cost.

Re: Google Intrusion Detection Problems

#36

Post by eadz » Mon, Aug 22, 2016, 6:27 PM UTC

tscanausa wrote: post #22

My name is Terrance and I work on Google's Cloud Support Team. Our team mission is to Reduce Customer Anxiety. We take that very seriously, and Fred's experience obviously shows that we fell short this time. The process should have been an easy flow to follow, and it was not. We are reviewing this incident in detail to ensure that we make the process less error prone and quicker in the future. Best, Terrance

How does one reach someone at google in an emergency when you have no access* to any google services?

* locked out of your account

Re: Google Intrusion Detection Problems

#37

Post by colinbartlett » Mon, Aug 22, 2016, 6:32 PM UTC

If Google is ever going to fix their cloud market share problem[1], they need to reverse the deeply engrained perception that they don't support or maintain their services for the long term.

The majority of Hacker News pundits will all have the same gut reaction to these kinds of anecdotes: complete and total lack of surprise. And although not all of us are in a position to control the vast budgets of the enterprises that drive much of this marketshare, the opinions of the rank and file do have a vast impact and I believe Google's unstable support and product commitment is one of the biggest things holding them back.

1. http://www.nytimes.com/2016/07/25/technology/google-races-to...

Re: Google Intrusion Detection Problems

#38

Post by CaptSpify » Mon, Aug 22, 2016, 6:35 PM UTC

ben_jones wrote: post #28

tscanausa wrote: post #22

My name is Terrance and I work on Google's Cloud Support Team. Our team mission is to Reduce Customer Anxiety. We take that very seriously, and Fred's experience obviously shows that we fell short this time. The process should have been an easy flow to follow, and it was not. We are reviewing this incident in detail to ensure that we make the process less error prone and quicker in the future. Best, Terrance

Personally I really value comments like this and therefore feel the need to point out that the statement "Our team mission is to Reduce Customer Anxiety." seems like a bullet point for a status meeting and likely does not convey the desired effect of such a post: to have a somewhat personal response from a normally faceless company.

It actually gives me the opposite feeling than probably intended: "We'd rather pay someone to post BS responses on social news sites, than dedicate someone to fix the problem."

I'm not saying that's actually what is happening, but it feels like it to me.

Re: Google Intrusion Detection Problems

#39

Post by spacehunt » Mon, Aug 22, 2016, 6:37 PM UTC

tscanausa wrote: post #22

My name is Terrance and I work on Google's Cloud Support Team. Our team mission is to Reduce Customer Anxiety. We take that very seriously, and Fred's experience obviously shows that we fell short this time. The process should have been an easy flow to follow, and it was not. We are reviewing this incident in detail to ensure that we make the process less error prone and quicker in the future. Best, Terrance

I really want to believe you, but every Google service has been like this for years. Like Play Store for example.

It will take way more to show you guys really are reviewing similar incidents and, more importantly, to actually act on your reviews and improve your processes.

Re: Google Intrusion Detection Problems

#40

Post by jeffmould » Mon, Aug 22, 2016, 6:38 PM UTC

ocdtrekkie wrote: post #11

jeffmould wrote: post #9

Not sure if he missed it on the support page, or simply is not willing to pay the added cost, but Google does offer a paid support option with both phone and email support options. Obviously the more you pay the quicker the response and more access you have to those options.

I suggest reading the article. "Google offers support solutions where you can talk to a person if you have a problem. We view it as problematic that interrupting an “allergic reaction” as a “support issue”. However, we would be willing to purchase top-tier support in order to get this resolved quickly. But there does not appear to be an option to purchase access to a human to get this resolved. Apparently, we should…

Hey thanks, but I did read the article, and saw that part. That is why I said that he may have missed that part of the page. And just because he says he would be "willing to purchase top-tier support" doesn't mean that he doesn't have a limit on how much he would pay for said support, thus my saying that maybe it was too much for him.