When I call Microsoft for support I don’t have a good time. If MS can get away with that with Enterprise customers on a regular basis, surely Google can at least maintain the status quo (not that I think they should or would, but as a point of comparison).

I do have to agree with the typical MS bias that I’ve grown used to over the years, Jer.

Now one really positive thing that can come, and probably will, with competition in this area is that both sides, including MS, will get better at doing the little things for their customers – like support issues.

But well, discussing about it is a moot point as only time will tell if they ever come out with an OS / Office Suite.

At least not in the next few years.

Google’s got some crazy smart people, so I’m not saying it’s impossible. I just believe it’d require a cultural shift, an economic shift, a focus shift and in every way a recreation of the company. This isn’t “Apple to iPod” kind of shift, this is a massive one that I just don’t see happening anytime soon, if ever.

But, this is all opinion, so take it with a truckload of salt and feel free to be cynical

Fair enough.

But to be honest, there have been times when I have got response from Google in just a few hours. The most I’ve had to wait is 2 days because a Sunday fell in and my problem was trivial.

I haven’t read those “how long does it take to get an answer from Google” threads (as I don’t visit WW) but if it is about ‘why did you kick my site out of your rankings’ then it doesn’t really sound like a problem.

Anyone who has contacted Google support for AdWords or AdSense would tell you that their support has been quick and clear. Even the support sites are not that bad.

BTW it isn’t Google which does indeed send canned responses (though they do customize it to an extent where it solves your problem), even Microsoft does the same .

Checking Webmaster World for people asking “how long does it take to get an answer from Google” should confirm this as a fairly broadly visible problem.

Again, though, I’m glad you have better experiences.

As far as Microsoft, I gave them a call last night about my Xbox Live Gamertag. Someone picked up in less than a minute. My issue was resolved in 5 minutes. I called last week about an Office licensing issue, and it took longer, about 20 minutes, but it was a more complicated issue as well.

Microsoft support is typically better than most other companies I call (cell phone, home phone, cable, hydro, etc). Google is typically far worse.

But, this is all opinion, so take it with a truckload of salt and feel free to be cynical

And where did you get it from? :p I personally have much better experience with Google Customer care than I have with Microsoft customer service.

Always a little biased against google, aren’t we Jeremy?