Google support sucks

[jfray]

Really, think about it: they sell you a product, then cut you off on
the length of support, even if you want to purchase more. Nice way to
help.

[JMarkham]

Hi,

On the off chance that you're referring to the new support term model,
they have rearranged things so that you only have a max 2 year term
with the same hardware and support contract. This is to avoid being
"stuck" with outdated hardware.

In the interests of constructive criticism, do you have a
recommendation for what they should change?

Jeff

[jfray]

My suggestion: allow the purchase of longer-than-two-year support
contracts for the same hardware. Instead, I have to carry the burden
of posting to blogs and forums when I have a problem. Or, I have to
shell out more money to google.

Their model would be like the automakers saying if you want a warranty
on your vehicle, you need need to buy a new car.

It's the "cash for Google" program.

[abc]

I second that, Jeff. If it means anything to Google marketing crew.

[abc]

I meant: I second that, jfray.

[jfray]

Check out this blog: http://michaelcottam.blogspot.com/2009/07/google-mini-disposable-search-engine-in.html

Also check out the other search solution he cites. We're in process of
implementing it as a more reliable alternative.

[abc]

I've visited the blog you you'd recommended (thanks for the link) and
am pretty much disappointed: Search Server 2008 Express is a Microsoft
product and a free one at it! My immediate reaction was distrust, not
to mention that it must be hosted by Windows Server 2003 or a newer
Windows operating system.

I'm not interested in taking my part in a war between Google and
Microsoft. All I'm interested in is getting a reliable product at an
acceptable price. My GSA 1001 was a good solution so far: hardware
didn't cause any troubles; Google Support people are competent and
willing to help; software's regularly upgraded and meets most of my
expectations.

The only serious issue I have is terms of support renewals. Money is a
huge problem for the educational institution I'm with (a new wave of
lay-offs ahead after holidays!), and I'm absolutely sure we won't have
another $40,000 dollars next year. Once our support contract expired,
we're pretty much stranded.

[JMarkham]

It's unfortunate that you've had a bad experience. I wouldn't have
high hopes that you will spend less money with Microsoft, though,
their licensing is even more convoluted and restrictive than
Google's. Also, with Microsoft, you won't have hardware support, and
you'll have to buy your own server. To the comment about MS Search
Server being free, it's only a free download for the Express version,
and as previously noted, you don't get hardware.

Just things to think about. Hopefully you can tell from the large
number of members in this group that your bad experience really isn't
commonplace.

Jeff

[Edward]

I think that the name Google is juggernaught enough to overcome some
product shortcommings, but that may just be me. Such as query
expansion, relevancy tuning.

That said, IBM and Oracle have systems where I can search through the
support ticketing system for self service. I'd like to even be able to
see my previous tickets! Instead I am stuck to near meaningless
emails.

In a corporate structure when issues occur, I need something more than
just an email to show superiors.

On a 10 point scale, here is where the companies rate:
Oracle Support system: 9
IBM Support system: 5
Google Support system: 4

The only reason Google's support system is not lower is the brief form
that is needed to fill out a support ticket.