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It's been 191 days since Google Drive worked for me

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Re: It's been 191 days since Google Drive worked for me

#141

Post by askonomnom »

dragonwriter wrote: post #121
wyclif wrote: post #98

Earlier quoted context omitted.

That's exactly what I thought the second I read this: We would be needing further informations It sounds uncannily as if Google has offshored service on Google Drive.

Or just hired people (perhaps on H-1B, perhaps not) for whom American English isn't their mother tongue, and who were hired for their technical rather than language skills.

Considering how badly Americans score on their English tests, I'd say quite a few Europeans speak American English better than Americans themselves.

Re: It's been 191 days since Google Drive worked for me

#142

Post by icelancer »

dpkonofa wrote: post #69
victorhooi wrote: post #61

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://…

This is my annoyance with the OP - they're a very clear edge case and, technically, the product still works for them. They're not paying for a Windows or Mac app, they're paying for online storage and that part of the service works fine. They can still access all their files via the web browser and they can add and download files as they see fit. The issue with the app is probably exactly what you're mentioning and t…

Then Google support needs to tell him that and tell him to stop doing that, and if he doesn't like it, he can get a refund and go somewhere else. Not this five month garbage runaround BS support nonsense.

Re: It's been 191 days since Google Drive worked for me

#143

Post by icelancer »

victorhooi wrote: post #61
Nition wrote: post #17

Ridiculous that they imply throughout that they have a (mysteriously silent) Level 3 support or engineering team working on the issue for almost that entire time. Would be amazing if that's actually true and it turns out they discovered some huge underlying issue with the system from the user logs that they've actually had a team working on... but I'm sure it isn't. For a start if an issue like that was being worked…

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://…

This has almost nothing to do with the technical problems and everything to do with the fact your support is a joke. The fact that was not addressed in your post only strengthens the argument.

Re: It's been 191 days since Google Drive worked for me

#144

Post by icelancer »

sand500 wrote: post #112
CatDevURandom wrote: post #6

What are the odds this suddenly actually gets attention when it hits the front page? Do you really have to publicly shame a company into action?

Yes and this isn't limited to software companies. Twitter probably your best option to get actual support these days.

Pretty much. I wield my blue checkmark like a CS hammer on Twitter. Works well.

Re: It's been 191 days since Google Drive worked for me

#145

Post by Rantenki »

dpkonofa wrote: post #103
Pyxl101 wrote: post #102

Earlier quoted context omitted.

You're making an extremely nitpicky and useless distinction. If a service provider offers native clients for a set of supported platforms, for use with their storage service, a natural and reasonable expectation is that they will work . If a video game publisher sells a game for Mac and Windows, and one of those platforms doesn't work, then the affected customer is entitled either to customer support or a refund. The…

Of course they should work. You're making a false equivalence, though. A video game is a product that you've paid for. The user in this case is not paying for the app, they're paying for the service. Just because Google offers the app to use with their storage service doesn't mean that their support should refund money to the user when the service itself is functioning exactly as advertised and intended. My contentio…

The customer made a decision to use a particular storage platform due to the features that are advertised. One of those features is a desktop client.

If the desktop client is failing, then he's not getting what is promised "on the box" (or in the feature set advertised on google.com).

They sell that client pretty hard btw: https://support.google.com/a/answer/2490101?hl=en

To use the full power of Google Drive, you should install Google Drive for Mac/PC, a desktop sync client. This synchronizes any or all your files to Google Drive on the web, making them available anywhere, at any time, on any device. It also provides secure, cloud-based storage for your files.

Re: It's been 191 days since Google Drive worked for me

#147

Post by untangle »

gcb0 wrote: post #133
laurentoget wrote: post #129

Two things i do not get: - Why can't Google figure out what the conditions which trigger this issue are and add a caveat to the documentation? "Bad things will happen if you use more than 500,000 files on a 32 bit client." This would save both their support organization and their customers a lot of pain. - Why does this particular user not give up on Google Drive if it does not work for him, or at least try to figure…

if they cared they could fix the bug too. Google is now a huge, slow corporation. you don't get promoted by working on old and boring projects. everyone fight to get into the new sexy rewrite of something that is already somewhat successful. yeah they can screw up and kill features, but users will continue to use ensuring your promotions. in a huge corp, do not assume that just because the little support guy understa…

>> Google is now a huge, slow corporation.

They have been huge and slow for many years. Google Drive is non-core for them, which doesn't help. They probably have the data on "number of files per user." But if you are too far into the tail, they probably care little. Now if this were an ad-related issue....

Re: It's been 191 days since Google Drive worked for me

#148

Post by jfoutz »

dpkonofa wrote: post #94
Dylan16807 wrote: post #87

Earlier quoted context omitted.

The syncing apps are absolutely part of the package.

They're a part of the package but they are not what the user is paying for. If free users and paid users both have access to the app, then it's not a paid feature. People aren't paying for the app, they're paying for the service and, at least in this case, the service is still working. If the OP was actually concerned with finding a solution to their problem (which is absolutely an edge case) and not just being a squ…

No. It's literally "Store, sync, and share files easily." [1]

There is no way to sync a device without an app. The app is not a bonus, it is a core feature of the service.

[1] https://gsuite.google.com/products/drive/

Re: It's been 191 days since Google Drive worked for me

#149

Post by dpkonofa »

jfoutz wrote: post #148
dpkonofa wrote: post #94

Earlier quoted context omitted.

They're a part of the package but they are not what the user is paying for. If free users and paid users both have access to the app, then it's not a paid feature. People aren't paying for the app, they're paying for the service and, at least in this case, the service is still working. If the OP was actually concerned with finding a solution to their problem (which is absolutely an edge case) and not just being a squ…

No. It's literally "Store, sync, and share files easily." [1] There is no way to sync a device without an app. The app is not a bonus, it is a core feature of the service. [1] https://gsuite.google.com/products/drive/

And it does exactly that for 99.9% of users. The app is not what the user is paying for, though, and he doesn’t deserve a refund just because it doesn’t work for his particular situation.

Re: It's been 191 days since Google Drive worked for me

#150

Post by dpkonofa »

icelancer wrote: post #142
dpkonofa wrote: post #69

Earlier quoted context omitted.

This is my annoyance with the OP - they're a very clear edge case and, technically, the product still works for them. They're not paying for a Windows or Mac app, they're paying for online storage and that part of the service works fine. They can still access all their files via the web browser and they can add and download files as they see fit. The issue with the app is probably exactly what you're mentioning and t…

Then Google support needs to tell him that and tell him to stop doing that, and if he doesn't like it, he can get a refund and go somewhere else. Not this five month garbage runaround BS support nonsense.

It seems they already have otherwise we wouldn’t even know what the limit is for the files.
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