On: Alphabet earnings show Google Cloud on $10B run ra...

[koheripbal]

I believe the "reputation" is simply the fact that you cannot call someone at Google for support unless you're an enterprise customer (GSUITE).

That's the new trend though for almost all companies. Customer telephone support is costly, difficult to manage, difficult to staff, and problematic customers consume an overwhelming amount of resources - orders of magnitude more than their value as a customer.

...on the enterprise side, I've had great experiences with their GSUITE support teams.

The online support forums are garbage though - I'll give you that.

[ethbro → koheripbal]

The problem is companies that treat support as a cost center.

A healthy company mines the hell out of it for feature discovery and product improvement.

These people are literally continually talking to your customers about what their actual pain points are!

[koheripbal → ethbro]

The problem is that that data is incredibly hard to mine.