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Google Intrusion Detection Problems

fredtrotter.com

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111–120 of 145 posts

Re: Google Intrusion Detection Problems

#111

Post by yladiz »

This makes me wonder, which do people dislike more: not having access to support in almost any capacity except "help desk tickets" which might not get answered for days, e.g. how Google handles non-free support tiers, or horribly long wait times on phones? My gut says that the former is worse, especially in this case, because you can just turn your phone on speaker and wait for the queue to finish up (or with some systems, have them call you back when the queue is to you).

I almost can't believe that Google doesn't have a support line for its account holders for Google Cloud, when you have companies like Paypal and United Airlines, which have many more users (paying or not) and have support lines.

Re: Google Intrusion Detection Problems

#112

Post by snowwindwaves »

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 think tscanusa might be trolling HN

Re: Google Intrusion Detection Problems

#113

Post by damm »

I admit to having a gmail.com account

----

I really don't understand how anyone can use Google for production. If you don't pay for support to have a way to actually get a hold of Google...

... Someday you may be in a world of hurt and have absolutely no way to get ahold of anyone. You can post a story and hope and pray that Google might read it and have someone reach out and remedy the situation.

Re: Google Intrusion Detection Problems

#115

Post by abrookewood »

colinbartlett wrote: post #37

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…

You are soo right. I really want Google to succeed (more competition the better), but I hear things like this and I'm just blown away. They are already fighting a reputation for abandoning projects when it suits them (yes, mainly consumer applications, but the perception persists) and doing this just makes it worse. C'mon Google ... hire some marketing people that know what they are doing and sort out your customer perception issues.

Re: Google Intrusion Detection Problems

#116

Post by abrookewood »

0xmohit wrote: post #46
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…

> 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.

This does happen (I once wrote that it didn't ... turns out I just didn't wait long enough), but I've always found AWS support to be really helpful. Couple that with the abundance of documentation that they offer and all of the information that is available on the Internet and the situation isn't really comparable to Google's offering.

Re: Google Intrusion Detection Problems

#117

Post by abrookewood »

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

You need a bigger team.

Re: Google Intrusion Detection Problems

#118

Post by DannyBee »

eridius wrote: post #45
jeffmould wrote: post #40

Earlier quoted context omitted.

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.

My impression from the article (and the quoted bit) is that you can't pay for support once your project is suspended.

As far as i can tell, this is false (I have a suspended test project, and the support options still seem to be there)

I think he means "there is no 'pay to talk to a human'" option in the FAQ/etc for this issue.

That is, he wants to pay to talk to a human about just this issue, and thinks somehow that paying for the support option will not give him that (or is too expensive for that).

Re: Google Intrusion Detection Problems

#119

Post by peteretep »

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…

FWIW, anecdotally the Google Fi support was pretty good

Re: Google Intrusion Detection Problems

#120

Post by ne01 »

I hate that Google don't give a damn about its users. To them interacting with humans is a waste of time and money... They prefer to automate everything and manage servers, robots and programs instead.

The same thing happened to us in 2013 luckily had backup servers at Linode.. took them 2 weeks to solve the problem it was a bug in their billing system.

Google gave us $8k credit and I gave them another try and convinced myself that GCE was very young in 2013.

Now I'm just worried! It's 2016 and our entire business depends on their platform and their support sucks! Even the $400/month version!!

Google, why can't you have support like DigitalOcean and Linode?

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