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by tracker1
4011 days ago
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How do I keep my @gmail.com address while paying for support? For that matter, where is the paid supported version of Google Voice / Hangouts? I switched my texting/gv to hangouts on my phone, now I can't add someone that texts me to my contact list without trying to call them first. I also can't seem to SMS someone from hangouts in my contact list on my desktop without manually typing in their phone number. Pretty big UI/UX oversights (or not). There's really no way to actually get in touch with appropriate googlers. There's no real evidence that product owners participate where the people actually are. What might be better, would be to approach the StackExchange guys, or even just riff their interface for a google branded services site, and have actual google employees participate. I tend to see a lot of the same lacking regarding general Windows / Microsoft support, but SO/SE fill a lot of the void... I don't think I've really seen googlers participate. Maybe they should bring back that 20% time to participate in either these forums on SO, or GH issues. |
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Does that have to happen?
A googler participated on Quora a while back, and it was related to the compose window changes. Was an interesting thing. Several of us wrote up the issues with that change, and the response was "I think Google is getting pretty close to optimal on this feature" and not much else.
They've got their metrics, and they've set them in various ways, and the product offerings are there to take or leave. When tons of people take them, great! When they don't, they do what they think might improve on that, or remove the product.
I get the feeling Google watches the dialog, and they take input that way, but they rarely have direct dialogs where they can end up committed in some fashion.
The more expected model is customer driven, and I agree with you on your observation. Google isn't necessarily doing it that way, or not directly.
But do they have to?
That's the question. It's also a potential abuse of their position, and I find it very intriguing to think about.
Mostly, their products add value to my life, and the costs associated with them do not trump that. So it's good for me, and I don't worry so much about the little things.
They are little things!
Like the phone UI. Or what they did with Inbox. There are some limitations. Take it or leave it. You could switch away from hangouts and be just fine, right?
In the scheme of things, UI issues aren't the same as, it doesn't work, or it hurt me, type issues.
Gmail always sends it's mail. If it didn't, that would be a major support issue. Gmail sometimes is borked on the UI, or my browser, or I don't get a draft saved when I thought I might have one, etc...
(On a phone, I find it difficult to edit a draft without actually going to the drafts list of messages, for example. The desktop allows it.)
Those things are annoyances, but they always have work arounds and I can get it done, so I just go and get it done, and if I can get it done, how much support do I really need?
IMHO, this is close to how Google thinks of things, and they get to do that, and I get to select them or not.
I've seen companies invest a TON on every little thing, completely customer driven. I've seen that work out OK, and I've seen it fail too. Failure in the sense that the product could have been taken somewhere awesome, but for lack of resources. Maybe it's that "support every little thing" drain that killed it?
Fair questions, if you ask me.