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Google Custom Search / Business Edition
is there any support at Google for this service?
arnarn




msg:3447978
 11:02 pm on Sep 11, 2007 (gmt 0)

Several earlier posts in this forum touched on the new Business Edition of the Google Customized Search product and it sounded like everybody liked the idea, but nobody had any hands-on experience with the product.

This weekend we signed up for the Business Edition of Google's Custom Search product. During the signup (and still documented on the help page(s) for this product), we were led to believe that both PHONE and email support was available for this product.

After registration, we had problems with the product and emailed the support group for assistance. Now, going in to the 3rd day after emailing, there is still no response (the support documentation provided when the email was sent indicated 1-2 day turn around).

We tried to calling the main Google number and the switchboard operator there could not find any support number for the product (the best they could do is refer us to the main email problem report page).

Does anybody have any comments on the product? Avenues for support? (the Google "group" dealing with this product is from the perspective of a free product and none of the posts get responded to).

.

 

tedster




msg:3448121
 3:03 am on Sep 12, 2007 (gmt 0)

That's a very disturbing report. Let's hope that you hear from them soon.

In trying to research your question a bit, I found this page: [google.com...] ...with a snippet that said:

Take advantage of Custom Search Business Edition for added benefits, like enterprise-grade support, ads-free results pages, and the XML API ...

When I went to the actual page, those words were nowhere to be seen, not even in Google's cached version. So I looked at the source code, and the line is there, but inside a div with the tag <div id="begroup" style="display:none">.

Maybe something is changing with regard to CSE-business and they're in the process of updating their web pages? Still, IMO, it would have been better to comment out the line rather than to turn it into hidden text.

arnarn




msg:3449126
 3:14 am on Sep 13, 2007 (gmt 0)

Just a quick update on the CSE / Business edition.

After sending multiple emails thru different channels (CSE support, general G support and G Checkout), the first reply we got came from the last avenue used (G Checkout) when we used the link "problems with this order".

Since that reply, we have received several other responses indicating that our problems should now be resolved (and they have been).

BTW, based on our email responses, the group supporting the CSE/BE is the Enterprise Support group.

After a 3rd reply cycle on one email, we got this response regarding our concern about phone support:

"... Our guidelines don't guarantee phone support. We use it only in the case where email support doesn't work." .... HUH?

YET, here's the text you're given when they're convincing you to buy the service:

"... the Business Edition enables customers to enjoy technical support (email and/or phone), customization of search results using XML API ..."

Mostly a RQ, but: Does anyone think there's a slight dis-connect between support and sales on this product?

Now we're looking forword to "enjoying" all the things CSE/BE is supposed to give us!

vincevincevince




msg:3449141
 3:55 am on Sep 13, 2007 (gmt 0)

Does anyone think there's a slight dis-connect between support and sales on this product?

It seems that way to me. Google are still in the dark ages when it comes to customer support I'm afraid. Comes from the multi-million customers they have... providing personal support to even a tiny fraction of them is very expensive.

arnarn




msg:3450280
 3:31 am on Sep 14, 2007 (gmt 0)

One final follow-up note for those interested:

As mentioned before, when you first sign up for the Business Edition, you're led to believe that one of the benefits to be "enjoyed" with the Business Edition is PHONE and/or email support.

From a response I received from email support.. here's the REAL story:

Telephone support is available for our Custom Search Business Edition direct customers. Direct versions of CSBE start with support for up to one million pages, and is intended for larger businesses with larger sites, with a higher volume of traffic. Please contact us for pricing.

Looks like the Peons (sole genus in the flowering plant family Paeoniaceae) are being P'd on.

Let's hope they update their promotional information of the CS/business edition to be more precise.

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