I personally try to not use any google services in any given day which is not easy and frankly impossible if you look at how many companies that have taken over, bought out, brushed under rug, destroyed though unfair business practices, or otherwise. This has left us consumers in an interesting pickle. In order to compete with other companies we need to cut costs and find better and quicker ways of doing things. As we all change and learn these new services and features, maybe a new phone etc, inevitably we will run into a situation where we need assistance in the form of tech support. Most companies staff for this. If someone sends me an email complaining about one of my sites, I deal with it or have an employee handle it. I pay someone to talk with the person and deal with it. This is the American way and has been the backbone of some of the most successful companies. It costs money to be good at something for everyone, not just the people who can figure your product out, but everyone… All companies plan for this, well almost all… Google makes a ton of money, they work for the stock holders, not the consumers using the products. This relationship that they have with the consumers is not what it seems. Google does not offer one-on-one support for all of its products, rather only a very few of them. What this means is, when your working it is great and probably cheap but if it stops working you are up a creek unless you can make enough internet noise to make a difference. Google knows this and uses there power to hide the enormous amount of user frustration they have in their base. At some point the “beer googles” will come off and people will see just how shallow this data mining company is. Unfortunately they teach it from the top as employees are encouraged to brag on “how big” google really is. A recent blog post by a google employee highlights the desire to explain to you why you will not get support and why people are out of work…
If you have a billion users, and a mere 0.1% of them have an issue that requires support on a given day (an average of one support issue per person every three years), and each issue takes 10 minutes on average for a human to personally resolve, then you’d spend 19 person-years handling support issues every day.
If each support person works an eight-hour shift each day then you’d need 20,833 support people on permanent staff just to keep up.
That, folks, is internet scale.
DeWitt has an interesting point here but I am going to take it local for a minute. If company A sends the IT guy packing because they moved their email to google, company A should expect really cheap email both in service and in support, meaning almost none… Google is not going to staff support, they already admit that as it hurts stock price and their profits. I remember a site that calculated how many IT jobs are lost in companies when google services are implemented and also showed the internal IT satifaction level drop in the 12 months after. I guess google must assume we will get used to the mediocre service and lack of real support. It is funny since I had my beer googles on for a very long time and in the last couple years since I have changed back to “non-google” services business has skyrocketed….
Suggest you take the beer googles off yourself and see how much of your business google is costing you.
Globally,Google is not as trusted as you would think as this revealing statistic points out…
Google search, Docs, Blogger and YouTube, are blocked in 25 of the 100 countries where it operates.