I work at a company with >1000 google workspace users.
That's enough that someone at Google will acknowledge what you're reporting is a bug on their end, and that they can reproduce it. But it's not enough to get the bug fixed.
The support may be good if you're asking questions they've heard before - or if you need something like an account lock reset, which the support folks have a button for. But if the problem you're encountering requires a code change? Not so much.
(If you're wondering, the bug is "in Google Drive, users with third-party cookies disabled get stuck in a redirect loop when downloading files or viewing videos, as the cross-origin request to googleusercontent.com attempts to redirect to get an auth cookie that never arrives" )
I’m sure that in the mind of Google they are doing a favor by letting us give them money, wanting support is just ungrateful. Wanting a bug fix is just obscene. They have 150,000 PhDs, aren’t we bold to question them!
This stems from Google not being a service company. Support for products is mostly like this. You can submit a bug report but that does not mean they will help you.
We have a saying here that goes something like "don't buy pizza at a burger joint"... Don't buy services from a advertising / products company.
> I work at a company with >1000 google workspace users.
> That's enough that someone at Google will acknowledge what you're reporting is a bug on their end, and that they can reproduce it. But it's not enough to get the bug fixed.
I will try to remember that the next time I deal with an open-source project, either as a user raising an issue, or as a project contributor helping solve such issues.
Often, we do not realize how lucky we are that contributors to open-source projects help fix the bugs which we report.
That's enough that someone at Google will acknowledge what you're reporting is a bug on their end, and that they can reproduce it. But it's not enough to get the bug fixed.
The support may be good if you're asking questions they've heard before - or if you need something like an account lock reset, which the support folks have a button for. But if the problem you're encountering requires a code change? Not so much.
(If you're wondering, the bug is "in Google Drive, users with third-party cookies disabled get stuck in a redirect loop when downloading files or viewing videos, as the cross-origin request to googleusercontent.com attempts to redirect to get an auth cookie that never arrives" )