5 ms·

"but it will surprise no one to learn I never heard anything back" (surprisingly?) ... I have colleagues that, even in 2023, will express genuine (not sarcasti

"but it will surprise no one to learn I never heard anything back" (surprisingly?) ... I have colleagues that, even in 2023, will express genuine (not sarcastic shock) when a megacorp doesn't reply or provide decent support. I've only got a few, but the refrain will be something like "wow, I'm kinda surprised google's cloud support doesn't get back to us - sometimes for days. they've always had such a good reputation for support... i hope this is a blip". It's as if they've only ever read marketing/sales leaflets, then really are genuinely surprised when things are 'normal' (meaning poor performance, non-responsive support, bad/wrong documentation, broken SDKs, data loss, etc).

Pxtl 3y ago
Well, everybody assumed that was the norm for non-paying customers. It's surprising when you're paying to be ignored.
- jacobyoder 3y ago
  That's my point though, was that there are still folks who assume "support" for everything (paying/non) is just "going to be good" ("because it's google/ms/etc - they have a reputation! they wouldn't want to jeopardize it!"). I realize I'm talking about a small number of folks, but even after these folks have been in the industry 10-15 years, their ... naivete(?) - is surprising. And... I'm not even generally surprised when I get no support on paid for services. Indeed, I'm generally shocked when I get good and timely support from a paid service. Now... that's less shocking when it's "small startup X"; we've all seen small companies get big/acquired and the very thing that got them there - good service/support - is what is thrown out to start squeezing out profits. Staff get overworked, pissed off, leave, quality plummets, people move to the next small startup service, and it starts over again.
bell-cot 3y ago
A trick I've used a few times, in similar situations: Suggest that they look back in their notes / emails / whatever, find the specific MegaCorp support rep. who was so helpful the prior time, and ask that person to help.
JohnFen 3y ago
> they've always had such a good reputation for support I'm genuinely curious as to what group they have a good reputation for support with.
- mulmen 3y ago
  People who have not yet had a problem.

Pxtl 3y ago

Well, everybody assumed that was the norm for non-paying customers. It's surprising when you're paying to be ignored.

jacobyoder 3y ago
That's my point though, was that there are still folks who assume "support" for everything (paying/non) is just "going to be good" ("because it's google/ms/etc - they have a reputation! they wouldn't want to jeopardize it!"). I realize I'm talking about a small number of folks, but even after these folks have been in the industry 10-15 years, their ... naivete(?) - is surprising. And... I'm not even generally surprised when I get no support on paid for services. Indeed, I'm generally shocked when I get good and timely support from a paid service. Now... that's less shocking when it's "small startup X"; we've all seen small companies get big/acquired and the very thing that got them there - good service/support - is what is thrown out to start squeezing out profits. Staff get overworked, pissed off, leave, quality plummets, people move to the next small startup service, and it starts over again.

bell-cot 3y ago

A trick I've used a few times, in similar situations: Suggest that they look back in their notes / emails / whatever, find the specific MegaCorp support rep. who was so helpful the prior time, and ask that person to help.

JohnFen 3y ago

> they've always had such a good reputation for support I'm genuinely curious as to what group they have a good reputation for support with.

mulmen 3y ago
People who have not yet had a problem.