81–90 of 238 posts
There is extensive evidence (of which this is just the latest element) that this is not a good idea, and won't be until there's a fundamental change.
Upvoting so someone at Google can look at this. I won't use a Google product if I can avoid it because their support is terrible and automated. At their scale I imagine any customer slight can be rounded off because of the sheer number of customers they have.
Would be awesome if their free products came with support, but I know that's asking too much.
This is why Dropbox has value. It works, its reliable, and if you're a paying customer you can get support. Spend the $10/month. Don't go on for more than half a year with your storage being broken. Disclaimer: no affiliation except a satisfied pro account user EDIT: Edge cases notwithstanding.
Can anyone with experience explain why companies continue to spend money on "level 1 support"? It seems to universally make the support process worse - so why do it? Is anyone honestly helped by scripted responses that would literally be more effective if handled by bots?
Tying up more competent and thus more expensive support agent time just to handle something that a drunk monkey could manage seems at first glance like poor value.
When handled correctly, that first line should make life better for everyone. It should improve availability of competent second life engineers for people that need them.
Can anyone with experience explain why companies continue to spend money on "level 1 support"? It seems to universally make the support process worse - so why do it? Is anyone honestly helped by scripted responses that would literally be more effective if handled by bots?
As long as the business is growing, nobody cares which outcome happens.
Amazon silently failed to upload some files.
We went back to Dropbox.
Earlier quoted context omitted.
No, Google Drive is sold as a customer-facing service and customers have a basic expectation that it will do what it says on the box. If the Dropbox application didn't run, I'd be pissed too, even if it does happen to be "online storage". If someone was complaining that an Amazon S3 application was broken, that would be a different story.
It does do what it says on the box. You're not required to download any of the apps in order to use Google Drive. My contention is that the OP claims that they deserve some kind of reimbursement because "they're paying for it" but the "it" here is not the app, it's the service. They're paying for online storage. There are several ways to sync your files to that service. The Google Drive app is a free option. He's pay…
This is why Dropbox has value. It works, its reliable, and if you're a paying customer you can get support. Spend the $10/month. Don't go on for more than half a year with your storage being broken. Disclaimer: no affiliation except a satisfied pro account user EDIT: Edge cases notwithstanding.
Remember that time Dropbox's ops team was so on the ball they let anyone log into your account with any password? No, thank you.
Earlier quoted context omitted.
I am on that team =). I won't say much publicly, but if this is the issue I think it is (customer has a huge number of files, and is trying to sync it with a 32-bit client, and hitting memory issues), we are aware of the issue, and are definitely working on it. It's a tricky thing to solve in any sync client - for example, Dropbox has a cap around 300,000 files (I believe this customer had 700,000 files?): > https://…
I realise that you probably aren't able to contact the customer yourself, but someone needs to tell the guy clearly what Google thinks the issue is (support saying "according to an entry on the help forum..." isn't exactly conclusive although at least they're trying), refund him for the six months, and suggest any possible workaround. Because there's no direct contact from anyone beyond level 2 support, the guy is st…
Earlier quoted context omitted.
No, Google Drive is sold as a customer-facing service and customers have a basic expectation that it will do what it says on the box. If the Dropbox application didn't run, I'd be pissed too, even if it does happen to be "online storage". If someone was complaining that an Amazon S3 application was broken, that would be a different story.
It does do what it says on the box. You're not required to download any of the apps in order to use Google Drive. My contention is that the OP claims that they deserve some kind of reimbursement because "they're paying for it" but the "it" here is not the app, it's the service. They're paying for online storage. There are several ways to sync your files to that service. The Google Drive app is a free option. He's pay…