Comment by ignoramous
3 days ago
> wonder why Google UX always sucked so much and in particularly in the recent years seem to be getting even worse
UX? Google doesn't even bother helping folks locked out of their Gmail accounts. For people who use Android (some 3bn), that's like a digital death sentence, with real-world consequences.
It is almost comical that anyone would think Google is customer-focused, but might if they were being paid handsomely to think otherwise, all the while drinking a lot of kool-aid.
https://news.ycombinator.com/item?id=36024754 The top comment there is from a Xoogler which sums it up nicely:
The thing is that at scale your edge cases are still millions of people. Companies love the benefits that come from scale, like having a billion people use their service, but they never seem to be capable of handling the other parts that come with it :(
Google rakes in $100bn a quarter; that's $1bn every day.
That is a great point too. For a company which effectively does not have a customer service, how can they claim to be obsessing about helping users at all?
Hell, in my experience they often don’t even help ad customers that are having issues that prevent them from buying ads.
And how are they supposed to do it if users did not add proper 2FA (and backup those recovery keys)?
Even banks are struggling to authenticate folks. For a longtime in EU people with 3rd world passports cannot create accounts easily.
Google cannot connect identity of a person to email address easily. Or they need to create CS - that will authenticate passports? And hundreds of countries, stolen IDs?
Nay.
> The thing is that at scale your edge cases are still millions of people
> never seem to be capable of handling the other parts that come with it
Same thing with govts. If you go to driver license. passport or any govt office then there will one person with some strange issue.