Rodrigo, First I want to apologize if the response caused any confusion. We had the opportunity to review the case with the Engineer that handled it. There was no irony intended in the response, there was legitimate confusion based on the priority of the case filed. We classify cases based primarily on technical severity, but also business impact of the issue. The case was filed as a P2, which we classify as "Product/Service Severely Impaired." Based on the information available in the case, the reason for the priority was unclear to us. Szabolcs was trying to determine if your app was down, or there was a technical component of the request that had not yet been uncovered.
I have sent a follow up message directly to you from one of the above cases you referenced to discuss your overall experience with Google Cloud Platform Support and what we could have done to improve. Again, I sincerely apologize for any confusion we may have caused, and we believe there is always room for improvement in how we support our customers. Regards, Brett McCully Google Cloud Platform Support Manager On Monday, February 10, 2014 6:50:50 PM UTC-8, Coto Augosto C. wrote: > > Just for your information.... here is the ironic answer I received from > Google Support (Case 03798195) when I claimed for the charge of $0.01 > daily for a disabled PageSpeed > > *Created By: Szabolcs Feczak (1/10/14)* > > Dear Rodrigo, > > You wrote: "charging $0.01 daily for PageSpeed and it was disabled on Dec. > 10th, 2013" > > This is 31 days x $0.01 = $0.31 > > > Am I missing something? > Can you please clarify why is this a *large* impact for you? > > > Kind regards > > Sub Szabolcs Feczak > Cloud Platform > > - Rodrigo Augosto (@coto <http://twitter.com/coto>) > > > On Mon, Feb 10, 2014 at 7:40 PM, husayt <hus...@gmail.com <javascript:>>wrote: > >> It will be interesting to see Google's reply. I am concerned each time I >> hear stories like this. >> >> >> >> On Monday, 10 February 2014 21:18:28 UTC, coto wrote: >>> >>> Today I am asking to stop Google Cloud Gold Support, in my humble >>> opinion, the worst Google Service ever, >>> >>> Google Cloud has bad services, but Google Cloud Gold support was the >>> worst ever. >>> >>> >>> - $400 a month, we never received a solution for the most important >>> issues, issues about Google billing errors (Case 03750209), >>> - we began Gold support to tell to Google that there was an error in >>> their Servers (Case 03732106) it was Ironic: we paid to tell to Google >>> there is an error in Google End and we were not refund. >>> - we received an ironic answer (Case 03798195) because we reported >>> an issue about a charge of $0.01 erroneously. >>> >>> >>> In Conclusion, the worst service ever we have had with Google. The worst. >>> >>> -- >> You received this message because you are subscribed to a topic in the >> Google Groups "Google App Engine" group. >> To unsubscribe from this topic, visit >> https://groups.google.com/d/topic/google-appengine/3CqNPVyFyao/unsubscribe >> . >> To unsubscribe from this group and all its topics, send an email to >> google-appengi...@googlegroups.com <javascript:>. >> To post to this group, send email to >> google-a...@googlegroups.com<javascript:> >> . >> Visit this group at http://groups.google.com/group/google-appengine. >> For more options, visit https://groups.google.com/groups/opt_out. >> > > -- You received this message because you are subscribed to the Google Groups "Google App Engine" group. To unsubscribe from this group and stop receiving emails from it, send an email to google-appengine+unsubscr...@googlegroups.com. To post to this group, send email to google-appengine@googlegroups.com. Visit this group at http://groups.google.com/group/google-appengine. For more options, visit https://groups.google.com/groups/opt_out.
