this post was submitted on 08 Dec 2023
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I was locked out of my account for a month and been in "customer support hell" with them. It was a nightmare, I would tell them it's not allowing me to log in because it claims ALL my devices are suspicious and blocks access, and they would reply with a bot-generated E-mail saying I should try going into my account and changing settings. I would reply saying "You moron, I can't access the settings, I can't log in" and they would reply with the same message again.
I don't understand how such a large company can have such abysmal customer support. I've had my account for maybe over 15 years now and they couldn't care less. In the end I fixed it by having a friend log in for me, but it was a wake-up call of how dependent I was on my email and how many services I used to login via Google. I would advise people not to be too attached to their account.
It doesn't matter how big the company, if the customers don't push for a thing, they won't provide it.
Google's primary income is advertising. Their users are not their customers, at least not most of them. They don't see a significant loss of revenue when users are just fucked over by their lack of support, so why bother?
Frankly, there needed to be a regulation here of some kind to force companies like Google that control user accounts like this to provide a minimum level of support when their accounts get locked. People's lives are tied to those accounts, being locked out of them for days can have serious negative effects.
Almost without exception the larger a company is the worse their support is. I think companies should not be allowed to acquire or merge if it takes more than 5 minutes to talk to a person, if you even can at all.
I actually deleted my Amazon account for this reason, not because I wanted to that day, but because it was easier than trying to recover it.
I had changed phone numbers and couldn't get my two factor authentication after forgetting my password. Well surprise surprise, when I called up their only solution was to delete my account.