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G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

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Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#101

Post by cortesoft »

TheChaplain wrote: post #81
cortesoft wrote: post #61

Earlier quoted context omitted.

Would you be ok if this law allowed a company to charge for the support request? Like, $50 to have a human review your dispute?

Not sure that would solve it. Instead forcing companies to provide a free human based support channel for billing- and authentication issues related to paid services is a better option. I believe it would take most companies very short time to invent working solutions to problems.

Right, I was thinking more for free services (like basic gmail)

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#102

Post by cortesoft »

bleepblorp wrote: post #64
cortesoft wrote: post #61

Earlier quoted context omitted.

Would you be ok if this law allowed a company to charge for the support request? Like, $50 to have a human review your dispute?

Allowing companies to charge their customers $50 to resolve account access issues would only give companies an incentive to make 'mistakes' so they can earn $50 by spending a few minutes 'fixing' the error. Customers shouldn't be billed to fix mistakes that aren't their fault. In a functioning market, money is supposed to flow away from faults, not towards them.

I was thinking about for free services... having to provide free human support for free services is going to make it impossible to support any free service.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#103

Post by ta17711771 »

zorked wrote: post #52
throwaway324343 wrote: post #17

Earlier quoted context omitted.

I'm so fucking pissed about this. I signed up for AWS with a personal Amazon.com shopping account. Enabled 2FA, lost the token. I can care less about the AWS account but no longer can I change my password on the shopping account I've had for 10 years.

I bet that more accounts and data have been lost to 2FA than have ever been saved by 2FA.

Follow proper practice. Always register two keys.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#104

Post by brainless »

I had this exact situation just 2-3 weeks back and had to use my personal Gmail account to start a community support thread and then got a link, which reset my G Suite account activation/verification process. I got access back in about 5 days from the start of the process.

Update:

Here is my thread on Google Community Help if it helps you or anyone else - https://support.google.com/a/thread/60347634?hl=en&dark=1

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#105

Post by acheron »

dctoedt wrote: post #96
acheron wrote: post #16

"Our technology is so sophisticated even we can't handle it. But that's your problem, isn't it?.. We don't care, we don't have to." https://vimeo.com/355556831

Haven't clicked the link (yet), but I'm pretty sure it's Lily Tomlin on Laugh-In as The Telephone Operator: "Is this the party to whom I am speaking? (Snort, snort.)"

Same character, but that one specifically is when she reprised it for SNL in the late 70s.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#106

Post by macintux »

throwaway_1299 wrote: post #99
bradly wrote: post #87

Earlier quoted context omitted.

> Currently, with youtube / gmail etc, the revenue per user is so low it will NEVER make economic sense to have humans dealing with an account. Google made over $6 billion in profit in one quarter this year. YouTube had revenue over $5 billion in one quarter. They announced a $25 billion stock buyback. Google doesn't offer support because they choose not to.

I work in a similar space and it is significantly complex and expensive to do this. Back of the napkin math - * Lets say on average customers contact Google support once a year for each product they use. That's 0.25 tickets per user per quarter. * Consider Google has ~10billion monthly product user combinations (9 products have 1B+, most have significantly more) That is 2.5M tickets/support requests a quarter. ~28M t…

Then maybe don’t build your business on a model that makes it impossible to do the right thing for your users.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#107

Post by logicchains »

macintux wrote: post #106
throwaway_1299 wrote: post #99

Earlier quoted context omitted.

I work in a similar space and it is significantly complex and expensive to do this. Back of the napkin math - * Lets say on average customers contact Google support once a year for each product they use. That's 0.25 tickets per user per quarter. * Consider Google has ~10billion monthly product user combinations (9 products have 1B+, most have significantly more) That is 2.5M tickets/support requests a quarter. ~28M t…

Then maybe don’t build your business on a model that makes it impossible to do the right thing for your users.

Maybe don't try to impose your preferences on other people; a lot of people would rather have a free service with no support than pay for support. It seems incredibly entitled to expect more from a service you're paying nothing for.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#108

Post by Trias11 »

xena wrote: post #42
Taek wrote: post #39

I had this same issue with CloudFlare. Lost access to my email account. Had my CloudFlare username + password, but CloudFlare insisted that I verify with my email since I was trying to log in from a new IP (it wasn't a new IP, but maybe they time out after a few months?). No way to make progress. Can't use support if you don't have an account. Tried making a separate account, so I could at least open tickets. Their t…

If you file a chargeback, it should turn off billing forever (because you'd get banned).

God bless chargebacks.

So many worthless canceragenic corporate behemoth are hating this and the only thing they can retaliate it is with the "ban". Lol. Blow me.

That said - sometimes it's better to swallow the occasional bad service vs. filing chargeback. For example if Uber "adjusts" your past trip for a couple bucks not in your favor - it maybe better to just absorb this, otherwise filing chargeback because of $8 will get you inconveniently banned.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#109

Post by amingilani »

seniorgarcia wrote: post #60
throwaway324343 wrote: post #33

Earlier quoted context omitted.

There is a MFA reset process that requires a notary and what not. Wouldn't be an issue for the average Joe but since I've moved 3 times since signing up for AWS, I'm not sure which address they need and not even sure I can procure sufficient documents with those addresses on them.

I don't get this. You lost your MFA backup and you can not proof who you are and somehow this is amazons fault. What are you complaining about exactly?

I don't think he can't prove who he is. He is, after all, the same person. Rather, he can't verify to the service provider that he's the same individual that they have on file, despite being the same bag of flesh and bones he always was. And that is absolutely the service provider's fault.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#110

Post by justinclift »

throwaway_1299 wrote: post #99
bradly wrote: post #87

Earlier quoted context omitted.

> Currently, with youtube / gmail etc, the revenue per user is so low it will NEVER make economic sense to have humans dealing with an account. Google made over $6 billion in profit in one quarter this year. YouTube had revenue over $5 billion in one quarter. They announced a $25 billion stock buyback. Google doesn't offer support because they choose not to.

I work in a similar space and it is significantly complex and expensive to do this. Back of the napkin math - * Lets say on average customers contact Google support once a year for each product they use. That's 0.25 tickets per user per quarter. * Consider Google has ~10billion monthly product user combinations (9 products have 1B+, most have significantly more) That is 2.5M tickets/support requests a quarter. ~28M t…

> I work in a similar space and it is significantly complex and expensive to do this.

Hmmm. Could have sworn Google promotes itself as being "best in class" at solving complex problems. ;)

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