Still No 24/7 Customer Support

Company valued at $150 Billion

[mortgagemax]

Can someone please explain why Google STILL does not provide 24/7 customer support. This is one of the largest companies in the world! They provide a service 24/7 and make money 24/7 but refuse to provide support during "off" hours. Our company spends well over $100k per month and can't get support at night or weekends. We would even be willing to pay a premium to receive 24/7 support (as insulting being charged a fee would be). The customer support hours are ridiculous.

[humblebeginnings]

I understand your frustration.

But I fear that if they are valued over $150 billion they don't care much about $100k a month.

Best of luck in your attempts to contact Google and make them listen!

[pdivi]

they don't care much about $100k a month.

No offense, but the "drop in the bucket" explanation is getting tiresome. Since when is it a good financial decision not to put red carpet support on million dollar customers? How hard could it be to find an upside in that proposition?

Just because G is in a position where it doesn't have to suck-up to customers doesn't mean it shouldn't be doing it (when there's clearly money in it).

[momotan]

And they clearly aren't are they? Once Vista is out and all the ammo in redmond goes into live's guns, then G is going to pay for their arrogance.

[pdivi]

True. No sense in me getting angry over it. MSN already seems to sense there's an opportunity in G's geeky disregard for humanoid customers. Once I told MSN my total PPC spend, they rolled out a truly personalized concierge service for me. It's been great.

Now if they could just get their volume and management tool up to snuff!

[Pengi]

But I fear that if they are valued over $150 billion they don't care much about $100k a month.

They'd surely care about lots of $100k's a month - but the trouble is that they don't have enough effective competition.

[sailorjwd]

Doing business with google is like having the cable guy as a room mate.

lazy
sloppy
disrespectful

Now where is my google xmas gift?

[jtara]

Every time I have talked to a Google rep, I have gotten the impression that they really do care. They're smart, they're friendly, and they have absolutely no power whatsoever.

Unfortunately, they are hamstrung by management. Ironically, Google seems to have a very top-down organization.

You can tell when a rep has been slapped when you suddenly have to play 20-questions with a previously-helpful rep.

There's big money yet to be made in Mountain View - by therapists!

[gauri]

I guess I'm lucky coz I have always get the reply from the Google rep, however it was through email. I never tried calling them, coz email always solve my issue.

Hope this good thing continue for me :)

[percentages]

Google today is simply a re-incarnated AT&T from 30-40 years ago!

To me it is like looking at history, and the resultant outcome will be the same!

Some people never learn from history.....others can benefit from that fact.....It is the American Way!