Do you seriously believe this?
You understand people get locked out of the cloud accounts with Amazon and Microsoft all the time. And with Amazon and Microsoft they lose much more than access to their (free!) email account, they lose access to Kindle Books and Software Licenses that they've paid for with real money. That's a much bigger deal.
The moral of this story is that US citizens and businesses have zero recourse when they run afoul of web-based services. They have no real legal rights to their digital property. If the US had some kind of GDPR-like law that allowed customers an irrevocable right to their own data then this wouldn't be such a big deal. Indeed it might even spur some competition. But today you've got absolutely nothing. Today the onus is completely on each person to protect their own digital assets.
I know that even on a pretty small spend AWS had assigned us an account rep who would have moved heaven and earth if this had happened to us. I know Amazon retail has real humans in Ireland who will take my calls and take me seriously when I have problems.
I got an email recently from Google saying they were required to inform me they’d hired another gigantic Indian outsourcing company to do ... some kind of customer support work.
Curious how you know that?
I've seen it happen as well to friends who have had previously stellar AWS reps that fall off the face of the earth when the ban hammer falls.
His was for "too many returns" when there was a huge scammer ring buying the type of items he was selling and returning bricks in the boxes. Took many weeks to get resolved, and the ban of course shut down everything including his personal accounts, AWS accounts, etc.
Amazon, Google, etc. seem to have decent "happy path" support - but if you fall into either an outlier or stuck into a "bad actor" group you may as well effectively not exist if you can't get traction on social media from the few cases of this I've seen.
I can usually get even a very hairy ticket resolved on AWS in a manner of hours, every gcloud ticket we open takes days. Sure the respond in 24 hours but it's usually just a response that says "We'll get back to you eventually". If google actually wants to compete in cloud services they need to step up their game.
If I had to rate them, I'd say Microsoft has by far the best support, followed by Amazon, and Google's is (almost?) non-existent.
-your favorite google tech support (NONE!)
>hired another gigantic Indian outsourcing company
How is this confidence inspiring?
Of course they did. All smart businesses would. Do you think they would also help you to move your mails out of Office 365, to a competitor maybe? That'd be noteworthy.
I had an issue sending an email from my personal microsoft account and I submitted a case via the support tool and I had a response from a helpful representative within 12 hours.
It wasn't a pleasant experience but I did get to talk to real people and they did eventually resolve the issue.