[koheripbal]

I manage several GSuite accounts. The tech support staff is friendly and helpful, but if the problem is outside their list of known issues or current outages, they're basically useless. They aren't developers and they have no access to investigate underlying system data/logs, let alone resolve anything.

...and that's where the true problem with Google is. There's no mechanism to report/escalate a well-defined and reproducible technical bug - even as a technical sysadmin with a paid account. ...and if a data issue only impacts a small number of people, it'll never get fixed.

The GSuite forums are bombarded with usability questions, and real tech issues are given the old "let's see which FAQ I can post to get some karma" response.

Calling the help desk might get the issue escalated, but it's far far more time consuming than if I could just put a normal bug report together with a screenshot.

[victorhooi]

Hi,

I actually work in the GSuite support organisation you refer to .

Firstly, I'm sorry if you feel that you weren't provided with an appropriate level of support. Or that troubleshooting took inordinate effort/time on your part.

Secondly, you probably know this, but there are multiple tiers of support - and there are meant to fairly well defined paths for escalation. Obviously the front line is very much basic initial troubleshooting for the average user - the products cater to a fairly wide range of technical skills/background.

Feel free to reach out to me anytime if you want - my HN username at <company that makes Chrome> dot com.