[QuinnyPig]

Google has always struggled with the human element; you generally don't go with a Google offering if you need support.

Unfortunately, you never need support for cloud infrastructure-- right up until you really, really need support.

[nucleardog]

I've got tickets open with their accounts team, relating to our AdWords usage where we were spending maybe $80k/mo with them, that have been open and unresponded to for two or three years now despite my following up on it several times initially.

In my experience the AdWords team themselves are generally pretty responsive and helpful, but anything they can't fix directly just goes into a blackhole of non-support. And it's not a case of "it's free", since we're spending a not-insignificant amount of money with the company.

[neilthecellist]

Too true. On the products side, my nexus 5x started bootlooping. When I called for support, what they told me over the phone versus what their page said didn't align at all. The lack of internal alignment is a key negative for bad customer service delivery. This is something other competitors (not all to be fair) like AWS nail really, REALLY well.