[onion2k]

Google hasn't learned this lesson.

They have though; they've just drawn the conclusion that they'd rather put massive amounts of effort in to building services that users can use without needing support. This approach works well once the problems have been ironed out, but it's horrible until that's the case. Google's mature products like Ads, Docs, GMail, etc are amazing. Their new products ... aren't.

[manigandham]

There's a big difference between SaaS applications and compute infrastructure for your business.

Google Ads and such also have a terrible support reputation, even with clients spending 8 figures.

[marcinzm]

>Google's mature products like Ads, Docs, GMail, etc are amazing.

Until something goes wrong and the only recourse is to post an angry Hacker News thread or call up people you personally know at Google to get it fixed. For example https://techcrunch.com/2017/12/22/that-time-i-got-locked-out....

[QuantumGood]

I've seen Google projects where the project lead explained (actually responded) that they don't want to provide support, end of story. Google puts folks in charge but does not give them enough in the way accountability objectives.