[eco]

I haven't used GCE but I've had one of the worst support experiences ever with Google Cloud Billing Support while using Google App Engine.

I had a very simple question about billing (why was my bill higher than it seemed like it should be). Each reply would take a week and they'd often consist of copy and paste messages asking me to enter information I had already supplied or requests that I take screenshots of my console (all information they should readily have available). Then right at the end they swapped out who I was talking to for someone else and asked me to look up more information they already had and just ignored my question in the last email which would mean another week before I got an answer.

I had, luckily, experimented with the configuration and figured out what was wrong. The default instance class in reality is one higher (F2) than the documentation says it is ("If you do not specify a class, F1 is assigned by default."). Nowhere on the Console does it list what instance class is being used (which would have made the problem obvious) so there was really no way of knowing this without just guessing what the problem was. They never did answer my question "What is the default instance class?" (instead just abruptly ended the support ticket after proposed my theory about what was wrong).

Then I started getting emails about a billing account being past due. It was an old billing account from before I moved to High Replication (I have no idea how I ended up with two billing accounts...it was during the dark time when the console was even worse than it is now). That billing account was assigned to no projects and had no oustanding balance. I jumped in and just deleted the unused billing account. Then a few days later they sent a scary email saying that the billing account had been terminated (even though I had deleted it) which made my scramble to make sure they didn't close my in-use billing account out of nowhere (they hadn't thankfully).

None of this has left me with any confidence in Google's Cloud offerings.

I plan to migrate off GAE as soon as I can rewrite the app (luckily it's not very big).