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The only way to get hold of a human at Google

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Re: The only way to get hold of a human at Google

#151

Earlier quoted context omitted.

You make it sound like Google prices Gmail for free out of the kindness of their heart. They're a business. I use gmail for free because I feel it's in my best interests to do so, and they provide it to me for free because they feel it's in their best interests to do so. The moment that agreement becomes invalid is the moment a person has the right to become frustrated.

Frustrated, sure. The remedy for frustration is to take your business elsewhere. Frustration doesn't entitle you to get support on a free service.

However this frustration does entitle us to accurately describe a 99% working service.

There are terms for something that works 99 days but on the 100th day makes you feel like gotterdammerung.

They are a crappy service, fails QA 101, never trust google and i'm switching my email to something else

Re: The only way to get hold of a human at Google

#152
post #97
post #91

Earlier quoted context omitted.

False. It is not possible to register multiple variants of the same address. The reason you get misdirected email is because people are entering the wrong address in forms. You should see all the email that goes to paul@gmail.com :)

Out of curiosity, is it enough to make the account unusable? Do you have to set up strong filters?

On an (un)related note, my google voice phone number is (xxx)-234-5678, and it is completely unusable. You should hear the kind of voice mails that I get. I have started archiving the most amusing ones in my account. I have been blocking the numbers from area code (xxx) since I registered that number (June/2009), but it is still not usable.

Re: The only way to get hold of a human at Google

#153

Earlier quoted context omitted.

Something like this? From their terms. OTHER THAN AS EXPRESSLY SET OUT IN THESE TERMS OR ADDITIONAL TERMS, NEITHER GOOGLE NOR ITS SUPPLIERS OR DISTRIBUTORS MAKE ANY SPECIFIC PROMISES ABOUT THE SERVICES. FOR EXAMPLE, WE DON’T MAKE ANY COMMITMENTS ABOUT THE CONTENT WITHIN THE SERVICES, THE SPECIFIC FUNCTION OF THE SERVICES, OR THEIR RELIABILITY, AVAILABILITY, OR ABILITY TO MEET YOUR NEEDS. WE PROVIDE THE SERVICES “AS I…

Of course this is standard CYA legal boilerplate and from the perspective of most users, it might as well be posted behind the refrigerator. If they put that right on the front page in big letters, replacing the current brags about how awesome it is and how it makes your life easier, then that would filter out most of the users who are clueless enough to get in serious trouble this way. Like big nasty warning message…

That argument assumes that Google email is crap. It isn't, it is the best email client I've used (online or off), and they have every right to be proud of it.

Does it break sometimes? Sure. What doesn't?

Does that make it a smelly pile of crap? I don't think it does, and I don't think most people would agree that it is.

Gmail is a really awesome service that doesn't have the best support. Period. If people can't be bothered to look at the terms, or if they have greater expectations of the service than they should well, that's on them. I don't think circumstances are so dire that they should plaster "Really, we suck" on their homepage, especially as they're better than all their competition that I've seen.

Re: The only way to get hold of a human at Google

#154

Earlier quoted context omitted.

Frustrated, sure. The remedy for frustration is to take your business elsewhere. Frustration doesn't entitle you to get support on a free service.

However this frustration does entitle us to accurately describe a 99% working service. There are terms for something that works 99 days but on the 100th day makes you feel like gotterdammerung . They are a crappy service , fails QA 101 , never trust google and i'm switching my email to something else

That is, in my most civil interpretation, knee-jerk hyperbole.

You're certainly within your rights to feel that way, and if you do, I certainly encourage you to migrate to something else. If that's really how you feel though, I'm guessing you already would have unless... just maybe, the service is better than you admit.

Re: The only way to get hold of a human at Google

#155
post #15

I'm sorry for the trouble you're having. I have on idea of what's happened and why but thought it timely to point out for the benefit of those reading this thread: I highly suggest you use two-factor authentication with GMail: http://googleblog.blogspot.com/2011/02/advanced-sign-in-secu... Or Jeff Atwood's post on this: http://www.codinghorror.com/blog/2012/04/make-your-email-hac... Your email is too valuable to be l…

Their is no excuse for not using two-factor authentication with all Google products.

Not that it's a very strong excuse, but it -can- be fairly annoying if the prompt appears and your phone is dead (or not nearby, or lost).

Re: The only way to get hold of a human at Google

#156
post #97

Earlier quoted context omitted.

Out of curiosity, is it enough to make the account unusable? Do you have to set up strong filters?

On an (un)related note, my google voice phone number is (xxx)-234-5678, and it is completely unusable. You should hear the kind of voice mails that I get. I have started archiving the most amusing ones in my account. I have been blocking the numbers from area code (xxx) since I registered that number (June/2009), but it is still not usable.

Do share. That sounds like a blog post waiting to happen.

Re: The only way to get hold of a human at Google

#157
post #140
post #63

Earlier quoted context omitted.

I can only speak for myself here, but let me state unequivocally that the lack of communication and path for recourse is the problem. PR-wise it might be a tough sell, but I think a perfectly acceptable answer is a pay-per-incident support line that connects to someone who can actually fix my problem.

I would like to see Google create a marketplace for support. They allow people to buy some access to their internal systems, who then sell support service. There would need to be careful vetting and monitoring of the people who buy the access, but if that could be made to work, end users get access to support, and Google wouldn't have to staff it. Of course, they would have to provide support to the support providers…

I badly want this particular solution. But the only way to create this startup would be to have good contacts with people in Google who have the authority to experiment with such a setup (because clearly Google WOULD need to experiment to find out whether it worked). I really DO think that someone ELSE, with a corporate structure that better supported the skillset of providing excellent customer support, could make an excellent living providing "customer service" for Google. 90% of issues could be handled just by hand-holding the customers without bothering Google at all. And the other 10% could be bundled up nicely (here's a repeatable bug report; I have 20 lockouts that appear to pass the first screening; etc.). But there would HAVE to be some way for people INSIDE Google to receive these nicely bundled reports and to respond to them.

Re: The only way to get hold of a human at Google

#158

Earlier quoted context omitted.

Since that shoe had to drop, you could also point out that they DO provide support. There are google groups, message boards, support forums, HowTos. There's even Prioritized phone support that you can apparently sign up for.[1] It's not as though they hand you the source code and a note saying "Good luck." [1] - http://support.google.com/accounts/bin/answer.py?hl=en&a...

The source code would be more helpful, since a thousand companies would already be competing for the privilege to provide basic support to individual users.

By that same argument, you'd think that companies providing a gmail-like service + support would be making piles and piles of money.

Are there any? (Not snark, I genuinely don't know of any.)

Re: The only way to get hold of a human at Google

#159
Once while waiting in the lobby of a Google office I could hear the receptionist answering a frustrating call from someone asking for a search result removal request. She had to read from a script because people call so often -- they call reception at any Google-related business asking for help.

Re: The only way to get hold of a human at Google

#160

Earlier quoted context omitted.

Of course this is standard CYA legal boilerplate and from the perspective of most users, it might as well be posted behind the refrigerator. If they put that right on the front page in big letters, replacing the current brags about how awesome it is and how it makes your life easier, then that would filter out most of the users who are clueless enough to get in serious trouble this way. Like big nasty warning message…

That argument assumes that Google email is crap. It isn't, it is the best email client I've used (online or off), and they have every right to be proud of it. Does it break sometimes? Sure. What doesn't? Does that make it a smelly pile of crap? I don't think it does, and I don't think most people would agree that it is. Gmail is a really awesome service that doesn't have the best support. Period. If people can't be b…

Well correct me if I'm wrong, but I think you have maintained that since it's a free service one should not expect reliable access or even a dime to be spent in dire circumstances outside your control; and you have further argued that Google is telling us the same thing in the terms (however inefficient the medium).

If it is or were the case, that Gmail is not even supposed to be reliable, then might be very pretty and convenient as you please (hence, not a smelly pile of crap, as one might believe from the terms) but still ultimately bad for most people. Particularly the people who are least equipped to judge the risks or recover from the mistake, because IMAP is Greek to them.

So even as apology for Google I think this is a fruitless line of argument, no disrespect intended. I do respect your opinions.

My own feelings are more nuanced than what I think you are probably fighting hardest against (round condemnation of Google as evil, or Gmail as unusable). I personally think there are safe and constructive uses for Gmail, cigarettes, hard liquor, cars, pornography and pistols and informed adults should have ready access to all these. But I think as a matter of personal conscience it's better not to be a dick, and it's better long-term business, and I'm not against leverage being applied to make Google iron out this procedure or be more firmly up-front with the scary disclaimers that probably should be scaring away people who are not wise consenting adults. Again assuming that Gmail is operating on this sort of Libertarian-style principle that they are not even slightly and socially obligated to provide reliable service no matter how much they promote the product for wide and general use.

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