There’s been a lot of posts recently about Google vs Apple and whether or not Android is beating iOS or not. Is Google the new Microsoft and will it thrash Apple in a few years? Frankly, I don’t care, as a developer or as an end consumer. I’m firmly in the iOS camp at this point as a developer (we have two apps in the App Store and one in the Mac App Store with more coming) and as an end user with a house full of iPhones, iPods, and an iPad. I think Google will fail with Android simply for their piss poor tech support.
If you have an Android phone and you have an issue with <insert problem here>, who are you going to turn to? The hardware manufacturer, the carrier, or Google? The end consumer doesn’t care they just want the problem solved and just like how Microsoft is responsible for their hardware partners problems, Google will probably be left holding the bag for their hardware partners too. Let’s hope their Android support is better than their business services help.
I’ve been experiencing issues with my mail server on my virtual private server and thought that going to GMail might be a good solution for a variety of reasons. Because of Google ID issues I messed the registration up (hey, I didn’t say I was very good at this stuff now did I?) and locked up the domain registration for GMail. After searching fruitlessly (ironically using Google search), I came to the conclusion that Google doesn’t really want to help you. It’s downright impossible to talk to a human being or even send off a plain email to a support department.
I was never able to find an official tech support phone number for Google. Sure, there are forums and articles and other information but nothing to get hold of a real life person – even at a price (as far as I can find). There are some ways of getting hold of them through forums and other means but it’s all indirect and after sending off what I hope was a message to someone that can help I’m still waiting on even an automated response email saying they’d get back to me. I’m not holding my breath.
Now, do the same thing for Apple. It doesn’t take long to find a whole web page full of ways to get help. Phone, instant messaging, email are all prominently displayed after two clicks on their website. Sure, some of them cost money, but as a business, when I need support I’ll pay for it. If that’s still not good enough I can go to one of the over one hundred brick and mortar stores around the world and talk to an Apple Genius for nothing. If that fails, I can find Apple Resellers and other Apple certified experts in my area.
Apple’s been doing this for decades as a computer and consumer electronics company. They’ve consistently been ranked very high on support satisfaction surveys. As a family, we’ve had various minor issues with our Apple components over the years but nothing that a phone call or trip to the local store (either Apple or local reseller) didn’t fix promptly to our satisfaction. I’m sure there are example of poor customer support with Apple but it seems to be the exception rather than the rule.
People say that one of the great things about Android is that it’s free. The old axiom that you get what you pay for holds true in this case. Google’s support is awful in my opinion. To say that Google is the new Microsoft is an insult to Microsoft. At least Microsoft got support right even if you have to talk to someone on the other side of the world.
What’s your experience been with Google support?