[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

x
gSuite help is still terrible.

I have several comments about how using paid support for Office 365 is far superior to the experience using gSuite including my comment on this article from 2015.

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
2
LVL 19

Expert Comment

by:Kyle Santos
Ooof.  That's rough.
0
LVL 20

Expert Comment

by:Lucas Bishop
TBH, I'm amazed that anyone ever gets a Google employee on the phone. I've been dealing with different products of theirs for years and the only time someone ever seems willing to get on the phone is if they are trying to achieve some sort of sales goal.
0
LVL 56

Author Comment

by:Scott Fell, EE MVE
Lucas, when you use the paid version, you get phone support. I swear when calling Google paid support you get the interns in the propeller beanies and they just Google for your answers but not as good as you can do it yourself.
 The-Internship-01-DI.jpgIt always ends in they can't help but they will escalate and somebody who has more product knowledge will call you back on their time in about 24 hours-ish. Then the phone tag starts.

With paid office 365 support, I find they are confident and the one person you speak with will walk you through the entire process mostly via screen share.  it is night and day.
0
LVL 24

Expert Comment

by:Andrew Leniart
Scott,

Thanks for this post. I was considering recommending GSuite to a very price-conscious client so your post was timely and has given me pause. Also, I'd like to invite you to please give some consideration to expanding on your experiences with GSuite and flipping this post into an article. I think it would be a highly interesting and useful contribution.

Regards,
Andrew
1
LVL 56

Author Comment

by:Scott Fell, EE MVE
Thanks for the nudge Andrew.  Perhaps I will do just that.
0
LVL 24

Expert Comment

by:Andrew Leniart
Please do Scott. I'll be more than happy to edit and get it published for you.

I think a lot of people may benefit from your experiences, and it may just be the push Google needs to provide some decent support.
0

Keep in touch with Experts Exchange

Tech news and trends delivered to your inbox every month