[throwaway_1299]

I work in a similar space and it is significantly complex and expensive to do this.

Back of the napkin math - * Lets say on average customers contact Google support once a year for each product they use. That's 0.25 tickets per user per quarter. * Consider Google has ~10billion monthly productuser combinations (9 products have 1B+, most have significantly more) That is 2.5M tickets/support requests a quarter. ~28M tickets a day * If we consider an average ticket take ~3 mins to resolve, thats ~155k hours a day * If we take an employee being productive for 7 hours a day, that's 22k employees * If you take a 1:10 ratio, that is 2205,220 and 22 - 1st, 2nd and 3rd line managers. * Take the cost to be an average of 30k,60k,150k and 300k for each of those layers, thats ($661, $132M, $33M, $6.6M) which totals to ~$833M per quarter * The real world costs for this will probably be anywhere between 2X to 3X of this because all of these people come with other costs like infrastructure, tooling, space, etc. So we are looking at ~$1.7B to $2.5B.

One might be tempted to say that money can be saved vs my estimates but keep in mind the challenges of localization, time zones, compliance etc is also significant and will probably mean an even larger expense.

So yeah, it would be ~40% of the quarterly profit.

Sure this is an expense so tax etc can be changed but my argument would be that we are severely underestimating the complexity and challenge at each step.

So yes, I do think it will never make economic sense unless you are on the platform with sufficiently high spend. Just like every single other economic system we have out there.

[bleepblorp]

The context here is providing support to unlock accounts that have been wrongfully closed. The number of support incidents per user per year for this specific problem is likely to be at least one order of magnitude lower than one incident per year. Using your estimates as a base, the cost of this service would be no more than 250 million.

For Google, as a company that has recorded a yearly net profit of over $35 billion, this is chump change. The fact that they could afford to offer some customer service regarding such a critical issue as restoring access to lost accounts, yet choose not to, smacks of corporate entitlement.

[mellow2020]

> it would be ~40% of the quarterly profit

Another way to look at it is as just the cost to make that remaining profit, and that the cost has been externalized so far.

If people had utterly insisted on decent customer support from day one, companies like Google would have found a way to grow as big as they can while still providing support.

[macintux]

Then maybe don’t build your business on a model that makes it impossible to do the right thing for your users.

[logicchains]

Maybe don't try to impose your preferences on other people; a lot of people would rather have a free service with no support than pay for support. It seems incredibly entitled to expect more from a service you're paying nothing for.

[throwaway_1299]

I know its not a popular opinion but as someone who comes from a non-western-rich country Googles business model is amazing for what it offers. Do they mess up a lot, for sure. But overall the fact that they can use capital expenses from big markets to deliver things globally has been positive for most people I know.

That aside, the business model has established that you can get great service if you spend $xM+ or $xxM+ per month (whatever the number is) - its just that we expect the same for a much lower cost.

[justinclift]

> I work in a similar space and it is significantly complex and expensive to do this.

Hmmm. Could have sworn Google promotes itself as being "best in class" at solving complex problems. ;)

[throwaway_1299]

Haha.. that is true. Guess they are not "best in class" for this one. That being said, I do genuinely wonder if there are any companies which have managed to do customer service at such a scale. Amazon is probably the closest but that is different because the average revenue per user is >> that of Google.

[justinclift]

Along those lines, possibly the more constructive way to view it is:

  Google has the scale of, and is acting like, a utility.
  eg power, water, gas.

  But without a legal obligation to fix problems for their
  users, they don't even attempt to.

The "But it costs people $0!" is correct, if it's that's not thought through.

In it's position as a utility, some people have (perhaps unwisely) managed to lock themselves out of a (critical) personal account.

With the corresponding problems that then occur when any other utility stops working.

The suggestion to allow people to pay for support in some situations - eg like those locked out of a critical personal account - would be one approach to solve the problem.

Because at the moment, these people have no recourse. :(

Which when it happens with any other utility, becomes a legal problem. eg Customer contacts relevant Ombudsman / gov oversight body to get it rectified