| To play devil's advocate: 1. There is no indication in the upgrade process that the upgrade would "take a few hours to complete". Quite the opposite, it indicated there would be no downtime. 2. The customer service reps seems to have little insight into what was happening with the account which is a bit scary. I'm always nervous of black hole "processing windows" where all you can do is wait and hope for the best. It's bad when it is customer facing, it's worse when it is customer service facing. 3. Upgrading on the weekend could potentially be more troubling given that customer service may not be staffed with the quantity/quality to fix issues if they occur. Not saying this is or is not the case for Google, but running into problems on a Saturday morning and getting a "call us back during normal business hours" is just as troublesome. What should have happened in my opinion? 1. Google should document that there can be a temporary delay of x - x hours while the upgrade happens. 2. Florian should have scheduled the upgrade ahead of time with the team, letting them know that worse case there may be an outage of 'x' minutes/hours/days. 3. Google customer service should have better tools as to upgrade process for both the admin (customer) and customer service rep so that it is not a black hole of 'wait and hope'. Even a step 1 of x, or you are number # in queue, or estimated time, etc. |