Archive for 2010/12/31
We’ve noted numerous times in the past that one of Google’s major faults is that it’s absolutely dreadful at customer service. To much of the outside world, Google represents something of a big white monolith, with very little human face. When something goes wrong, such as people locked out of their documents or a blogger having his blog deleted with no recourse, the company often appears to be nearly impossible to reach in a human way. People send emails that never get answered, or get answered in a highly automated way. Decisions are made with absolutely no recourse or real explanation. This is most clearly true in cases involving getting kicked out of Google’s advertising programs. Now, it’s no secret that there are a lot of folks out there looking to game the system, and Google appears to have taken a low tolerance approach to dealing with just the potential for wrong doing. Many users might actually appreciate that, but if you’re suddenly kicked out without clear evidence of why, and almost no human contact to help work through the details, it certainly feels extremely cold.