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Google has definitely eclipsed the entire web-sphere, dominating it with the wide variety of services, from its search, Gmail, Google Docs to services related to the web like Google Analytics. It appears that the amount of wealth it has generated over the years and the empire it has setup based on the advertising relying on search it by large appears to be heading down a similar path that has been raced by its competitors. That of not communicating with its users and I would like to point in at Google Accounts especially.
The most glaring example of such inappropriate communication between Google and its users has been highlighted in a post by Chris Borgan, where he mentions Nick Saber’s inability to access his account and all he gets from Google is:
Sorry, your account has been disabled. [?]
That’s it.
Nick sent a message or three to Google for support. He got back this:
Thank you for your report. We’ve completed our investigation. Because our investigation was inconclusive, we are unable to return your account at this time. At Google we take the privacy and security of our users very seriously. For this reason, we’re unable to reveal any further information about this account.
And that’s it.
Suddenly, Nick can’t access his Gmail account, can’t open Google Talk (our office IM app), can’t open Picasa where his family pictures are, can’t use his Google Docs, and oh by the way, he paid for additional storage. So, this is a paying customer with no access to the Google empire.
Now it doesn’t matter how great Google is, what matters here that at present times, where the customers needs are the highest priority, Google does nothing save for ignoring the user queries.
I wouldn’t have mentioned it here but to e honest services that stand no chance against Google have their support for customers whether they mail them directly or simply report a problem at Twitter or FriendFeed and those services are ‘free’. Interesting thing to not here is that Nick Saber owns a ‘paid account’ to access Google.
Isn’t this fleecing a customer off his wealth; especially when he trusts the service to provide him the best? To end it, I would simply advice Google to get a hold of ‘Dummies guide to Customer Support’.
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Super Man
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