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> Do you seriously believe this?

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.




> I know Amazon retail has real humans in Ireland who will take my calls and take me seriously when I have problems.

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.


Google and Amazon use mostly the exact same outsourcing companies for their 1st and 2nd level support.


If this is true AWS either demands more or pays them more because AWS high tier support vs GCloud "platinum" support is a joke.

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.


There's a regional Amazon support hub (for South America) a few floors down from where I'm sitting. Microsoft has stellar support in this region (I even interviewed once). As far as I know, Google has no equivalent.

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.


Greetings google user. Were sorry that you're having problems at this time. Please check into the forums and go get support from other sorry sods who also need help. Maybe if you can run enough brain cells together, you might be able to solve an issue.

-your favorite google tech support (NONE!)


AWS support is not outsourced but knowledgable US people who can and do page anyone including the engineers for help. There is a reason the top level of support costs an extra 3-10% of spending.


>who would have moved heaven and earth if this had happened to us

Baseless assumption.

>hired another gigantic Indian outsourcing company

How is this confidence inspiring?


I am guessing the giantic Indian outsourcing company is filled with AIs, they probably couldn't afford "real humans"




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