Once had Google kill a Spark job after it was running for about 12 hours because they thought we were doing something nefarious. It cost us thousands of dollars in wasted time and Google spend because their automated system made a mistake. They never attempted to fix it, refund us or even seem concerned.
Google Intrusion Detection Problems
71–80 of 145 posts
Re: Google Intrusion Detection Problems
#72Just wait until you can buy one of their self driving cars.
Re: Google Intrusion Detection Problems
#73My 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
Love the "Reduce Customer Anxiety" phrase.
Reminds me of the emergency telephone signs on the Golden Gate Bridge. They once read "Emergency Telephone in case of Breakdown", so people could call a tow truck. Then they were changed to "Emergency Telephone for Psychological Counseling" and now connect to suicide prevention. I can see someone with a flat tire on the phone, "And how does having a flat tire make you feel?"
This mindset is totally inappropriate for a B2B service. The caller is probably not anxious. They're at work, doing their job, keeping something working. They need repairs, not grief counseling.
Re: Google Intrusion Detection Problems
#74I 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…
> It's put me seriously off it vs. AWS. Can't really compare, but AWS isn't great either. I've experienced instances when an instance (1) shut down, (2) rebooted on it's own. AWS support would point you to the SLA if you were to report the incident.
All servers can shut down on their own, servers in the cloud can fail like any other. A good way to develop a robust system is to do your own surprise shutdowns / reboots, since Amazon probably doesn't do it often enough.
Re: Google Intrusion Detection Problems
#75My 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
This post sounds like you copy-pasted it from the your department's list of prewritten generic reassuring statements. I doubt that is helping the perception of Google's support.
Re: Google Intrusion Detection Problems
#76Earlier quoted context omitted.
Sure, but that's very different than them being intended as ephemeral.
I didn't suggest that those are ephemeral.
Yes, yes you did. Sargun posted: "EC2 instances are meant to be ephemeral" to which bpicolo replied: "That doesn't sound factual at all." You then replied with: "I wish it wasn't true."
_it_ in this case refers to the ephemeral state of EC2 instances. You literally did suggest they were ephemeral.
Re: Google Intrusion Detection Problems
#77Earlier quoted context omitted.
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 - thi…
FWIW Google Cloud Support != Google support in general. My interactions with Cloud Support on the other side of the fence has led me to believe they are very committed and working very hard. Yes, you have to pay for it. But once you do, regardless of the tier of support, I've seen them work tirelessly and escalate tickets to engineering quickly (order hours, not days) if they couldn't figure it out. I'm looking at th…
> FWIW Google Cloud Support != Google support in general
> I think it's doing the Cloud Support people a disservice to call them "disingenuous"
The problem is that to us from the outside, they do look the same.
In fact, that email in the article, and the subsequent events, are in exactly the same style as the "ban hammer" Play Store publishers get. You really can't blame us (Google's actual paying customers) from equating one with the other.
Re: Google Intrusion Detection Problems
#78Dollars to donuts these guys got hacked. Still pretty shitty the appeal process was busted.
Re: Google Intrusion Detection Problems
#79[deleted]
Re: Google Intrusion Detection Problems
#80I 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…
> It's put me seriously off it vs. AWS. Can't really compare, but AWS isn't great either. I've experienced instances when an instance (1) shut down, (2) rebooted on it's own. AWS support would point you to the SLA if you were to report the incident.
Even if they do, that's worlds better than saying "One of your servers looks like it's doing something bad, so we will shut down your entire Google/AWS account automatically. We won't tell you what server it is or what it's doing that we think is bad. There's no way to talk to a person at all. Your only hope is to either post something on social media and hope it gets noticed, or restart your business on a platform that actually knows what support is."