How the heck do these things happen, especially with companies with huge monthly spend? At my last job we had some suspicious workloads running on AWS and our TAM reached out to us before taking any action. Who wants to bet this was some AI automation gone wrong and because GCP seems to be allergic to actually contacting a human to get a response, this just sits in some support queue that outsourced workers look at after a few hours just to give a canned response?

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garciasn an hour ago | parent | next [-]

Nothing surprises me with anything related to support on GCP. While we absolutely do not need them, I have been through no less than 12 different Account Executives over the last 6y and they're all ENTIRELY and COMPLETELY useless.

They all introduce themselves, beg me to setup a meeting w/them and some sort of engineering resource(s), and they come to a meeting with a canned slide deck that is so absurdly unrelated to us that I just laugh, and then the next time I hear from them it's because we have a new AE.

This is my most recent reply (right after Next '26):

> I really appreciate you reaching out; however, we have met with, I dunno at this point, more than a dozen GCP Account reps, execs, technical teams, etc over the years and there's little to no value for us or you, now or in the future. Please do feel free to invest your time on your other clients. We're good; truly.

I love GCP and its services; we have been very pleased with it over the years, but the human side of it? Fucking sucks and I just don't see why they even bother.

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dylanpyle 13 minutes ago | parent | next [-]

For what it's worth - I'm not sure what the criteria is (I assume we're "medium sized / not a big upsell opportunity"?) - our GCP rep quickly pushed us to switching to using a GCP reseller. They took over our billing so that we can pay via ACH, and provide both free first-line support/escalation and paid engagements for bigger projects; they don't charge a premium on top, apparently Google pays them for supporting us. Hasn't made much of a difference in how we operate, but at least we have a direct-ish line for issues when they come up.

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OptionOfT an hour ago | parent | prev | next [-]

It's because they're measured on something, unsure which metric, but it's definitely not how helpful they are to you.

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YuriNiyazov an hour ago | parent [-]

Don't know about GCP, but our AE on AWS was also continuously rotating, and as best I can tell, their job was to figure out what we are planning to build, and to ensure that we should always use <INSERT AWS SERVICE DU JOUR> for that, rather than a competitor product or build it ourselves.

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Rodeoclash an hour ago | parent [-]

Exactly the same experience for us as well. I just don't bother with them.

	▲	garciasn 42 minutes ago \| parent [-]
		Before I just cut them off entirely, I used to tell them my primary concern was cost savings and that I wanted them to recommend ways I could cut 25% off my bill every month and watch the glorified salespeople fumble over trying to avoid that conversation. It’s ok though, Claude helped us cut >45% of our monthly costs. I’m surprised they haven’t been beating down my door after we made that level-shift. Probably in AE transition. ¯\_(ツ)_/¯

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idontwantthis an hour ago | parent | prev [-]

It doesn’t worry you enough that someday you could have a serious problem and they wouldn’t be able to help you?

	▲	garciasn an hour ago \| parent [-]
		On the list of things that worry me the most about our company's stuff, an issue I cannot solve w/o help from a human at GCP is around #900000042.

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ndneighbor 34 minutes ago | parent | prev | next [-]

huh- I guess there are two HN submissions with meaningful replies...

I said this in the other thread, we got access to our account back, but even with a Account Rep. and a CSM on our account- it still took them a while to figure out what was going on.

I'm sure it could have been worse if we didn't have a rep on our account.

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guluarte an hour ago | parent | prev [-]

It's Google. They let you use their services, but the moment you don't fit the norm, they suspend you.