Yesterday's call to gSuite support reconfirms. Problem is a user wants to have access to Android apps on his new Google Pixelbook. Going to settings on the Pixelbook to enable the feature is grayed out. A call to Pixelbook support confirmed the issue is the user is a member of a business gSuite account and there is a feature that has to be turned on. I was directed to call into gSuite. Calling gSuite support is about as helpful as talking to my 2 year old niece. The gSuite tech acted as if he had no knowledge of a Pixelbook. I had to explain several times it was a product of his own company. Even going down the Chromebook route didn't help. He could simply point to turning on a feature that was already set. Otherwise, I would have to call the Pixelbook Support.
I have called into office 365 support for many issues. Sometimes the issue went beyond the scope of what the tech should have helped for their own silo, but they still were able to spend 30 to 60 minutes on the phone to solve the issue with great patience and product knowledge.
After the sale support many times goes unnoticed or untested. When evaluating a service or software, I will call in as if a paid customer and talk to support and that helps gauge the experience.
For anybody that is on the fence for gSuite vs O365, I see many go for gSuite because they blindly love anything Google. I used to be in the same boat. But each time I try and get help by calling in it always has been a very difficult time and the result is usually waiting 24 hours for a higher level tech to get in touch with you.
For the Pixelbook, after being referred by gSuite support to call Pixelbook support, the person I spoke with tried but essentially said it is out of their hands. I let him know of the bad experience compared to Microsoft. Minutes later after hanging up I was called by the gSuite tech letting me know another higher level tech would call back. It has been nearly 24 hours.... nothing.
TL;DR Ditch Google gSutie and go with Microsoft Office 365