Google is somewhat renowned for their lack of customer support. Have a question that isn’t answered in their help section? Ask it in a product forum and cross your fingers. If it doesn’t get answered, you’re SOL.While this might be true for some of their products and services, I’ve actually found the exact opposite to be true in our experiences.
[Side note: their help sections are so ridiculously thorough in comparison to most similar companies (ahem Facebook) that in most cases I never even need to contact them].
When we had that weird issue with Google Drive, I heard back from support within hours and it was a pretty well thought out response (although it should be noted that we are a paid Google Apps customer). When LockerPulse was featured in the Chrome Store at launch, I was always able to get in touch with whomever I needed to, and they always answered my questions promptly and politely. That relationship has continued for almost 2 years – we’re currently part of one of their pilot programs.
The most frequent product we contact support about though is AdWords. We’re always experimenting with the latest features as soon as they come out, and we’ve encountered countless tiny bugs. Usually a five minute phone call solves the issue, but if it doesn’t they’ll follow up via email with a solution. Which they always do. And it’s always the same person I spoke to on the phone. And if I want to follow-up with more questions they’ll actually have a conversation back and forth. Imagine that!
This morning I had a wacky issue involving Analytics remarketing lists within AdWords. I asked our rep via email. He couldn’t figure it out so he gave me a number to call. I spoke to an Analytics expert who tried a few things and also couldn’t solve the issue. As they usually do, he took down my contact info and assured me he’d follow up with an email. The overall experience is very satisfying because it’s simple to talk to someone (dial a 1-800 number, enter your account number), they are always polite, and they are always knowledgeable. Google also gives them the tools they need to properly debug. Not once has someone not understood the problem after my explanation.
All in all, I feel like Google gets all of the details right that other companies struggle with. I think it’s time their reputation changes.