| ▲ | avree 4 hours ago |
| Anthropic doesn't even use their own harnesses for their support chatbots (they're using fin.ai) - that's how little support matters to them. Seems like either you get attention on HN, know someone working there, or are at a large enough company to have an enterprise contact - otherwise, no reply. |
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| ▲ | Master_Odin 3 hours ago | parent | next [-] |
| They saw how Google providing absolutely terrible customer service for a very long time has done nothing to hurt their bottom line and decided to copy. |
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| ▲ | ricw 3 hours ago | parent | next [-] | | Unsure how true that is. Google cloud is tiny compared to aws for a reason. It matters. People will switch if you piss them off. | | |
| ▲ | strictnein 2 hours ago | parent | next [-] | | Google's lack of customer service isn't new or limited to GCP. They also don't provide any human help if you're an advertiser with them unless you spend a crazy amount of money. Twenty years ago I used to spend upwards of $20-30k a month with them and I couldn't get a single reply to any inquiry I ever sent. If you spend $XXX million / year with them on GCP they will, however, assign a person to be your main point of contact. | | |
| ▲ | rrr_oh_man an hour ago | parent [-] | | $100-200k/mo gets you an "Account Strategist" that changes every 3-6 months and whose advice can be summed up by "spend more". | | |
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| ▲ | StableAlkyne 2 hours ago | parent | prev | next [-] | | Personally, I don't use GCP because of their history of getting bored with their products and abandoning them. It's nice, maybe I would use it for a personal project, but I go out of my way to discourage my engineering teams from using it. | |
| ▲ | user34283 2 hours ago | parent | prev | next [-] | | It helps if you have a monopoly on app distribution for half of all phones, or video streaming. Then you can afford zero support and still take 15-30%. | |
| ▲ | smt88 2 hours ago | parent | prev | next [-] | | Google support is abysmal for all of their profitable businesses too, like Ads and YouTube. | |
| ▲ | PunchyHamster 3 hours ago | parent | prev [-] | | Mostly coz of everything else about GCP |
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| ▲ | GenerWork 3 hours ago | parent | prev | next [-] | | This is exactly it. I feel like I see more posts bitching about Anthropic than OpenAI, yet at the same time it seems like nobody moves away from Anthropic. As long as the strategy works, why bother changing it? | |
| ▲ | itsthejb 3 hours ago | parent | prev | next [-] | | Tell me about it. As an individual user you absolutely CANNOT get support is some (if not many or all) circumstances. It’s really quite shocking | | |
| ▲ | mothballed 3 hours ago | parent [-] | | We all miss the old days of calling a real Filipino or Dominican slave-center where you got a script loop or suddenly the English runs out whenever it's time to ask for a refund. |
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| ▲ | bonesss 2 hours ago | parent | prev | next [-] | | When you mention it, providing superlative front line customer support sounds like a perfect fit for organizations selling “AI” solutions… Some big tech companies should get right on that. <ahem> | |
| ▲ | awesome_dude 3 hours ago | parent | prev [-] | | In Google's defence - crappy customer service is a widely accepted business model |
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| ▲ | yu3zhou4 3 hours ago | parent | prev | next [-] |
| Maybe it’s in order to have an external provider to blame for failures and shift the blame/responsibility? |
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| ▲ | pdpi 3 hours ago | parent [-] | | A less cynical explanation is that it helps decouple product failures from support failures. Last thing you want is for your customer support to break whenever your product breaks. | | |
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| ▲ | kashunstva 26 minutes ago | parent | prev | next [-] |
| > that's how little support matters to them I’m coming up on my one year anniversary of having my Claude Pro account terminated for reasons that to this day remain an utter mystery. “Here, submit this Google form and we’ll look at it.” They have never done so in the one year since this happened. Once I interacted with what seemed like a human; but weeks later it was replaced with the brain dead fin.ai At least they did not steal my money; so I should be grateful for that. But as a small potatoes user, I advise everyone contemplating dealing with this user-disrespecting company to walk away. |
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| ▲ | conception 3 hours ago | parent | prev [-] |
| Huh? Why wouldn’t they just spin up the current help-desk darling? (Intercom) Rolling their own seems silly. |
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| ▲ | stevenally 3 hours ago | parent [-] | | "Rolling their own seems silly". But isn't AI going to destroy all current software vendors?? Everybody is going to roll their own?? In fact, AIs will handle all support autonomously?? I mean they can spin up their database if needed?? What more do they need? Hence the SAAS apocalypse... Oh wait... this sarcasm will get me targeted by the LessWrong AI god when he/she/it becomes omnipotent.... |
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