Google and Customer Service

October 8, 2008

Google favors engineers. Engineers engineer. Engineers don’t talk on the phone to people not smart enough to work at Google. That, as I read The Consumerist’s “GMail’s Achilles Heel: Terrible Customer Service”, is a bit of a problem. You can read the essay, complete with Googley quotations, here. I have a GMail account, but I don’t use it for much except testing Google services. If you are cranky with Google, read this justified criticism of the GOOG. I wonder if these “issues” such as customer service, the Yahoo deal, and the effort to make America green might become “problems” for the company? I hope not. I’m working on a new Google study, and I don’t want to write an outfit that goes the way of Bear Stearns.

Stephen Arnold, October 8, 2008

Written by Stephen E. Arnold · Filed Under Business strategy, Google, News

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Stephen E. Arnold monitors search, content processing, text mining and related topics from his high-tech nerve center in rural Kentucky. He tries to winnow the goose feathers from the giblets. He works with colleagues worldwide to make this Web log useful to those who want to go "beyond search". Contact him at sa [at] arnoldit.com. His Web site with additional information about search is arnoldit.com.