Hacker News Reader

The real reason Google's products don't work very well is that they are an advertising business. They make upwards of 94% of their revenue from advertising -- not technology, not software, and certainly not customer service, an area in which they are severely lacking.

The idea of Google defining customer service standards represents a step backwards, not forward.

View on HN

FWIW, when I've been buying ads, Google not only has customer service, the customer service is damn good. I guess that's why it's called customer service.

Hardware support has also been amazing over the years, as far back as the original Nexus 7 (2012) to replacing a broken Nexus 5X in Ireland last year. Probably the best customer service I've encountered from any company that I can think of.

I've had a Google-branded phone since the original Nexus and I used to agree with you, but their support on the Pixel 2's extended warranty (which they offered because of early problems) has been a game of passing the buck with Verizon.

Reply on news.ycombinator.com