Saturday, October 04, 2008

Google needs customer service

Google is too important now to run without customer service:
Gordon's Tech: Reconsidering Google

... Kudos to this journalist for noting that anyone who fears losing their account won't use Google's obscenely inane security question, but if you don't answer the question then you have no hope of account recovery. (I've gone to my Gmail account and answered the question with a password-like string I now store with in my backed-up password database.)

I might upgrade our family domain just to get support services. That's not an option for my personal gmail account though. Google should offer a support service with enhanced user authentication procedures for a fee of $25 a year, and bundle it with an extra 5-10GB of storage.

If they don't do that, I'm going to have to reevaluate my Google relationship."
Charge for it, but provide the option. Bundle it with enhanced security (certificate stores? two factor identification options) and storage. $25 per single account, $40 for a family account, $50 (as now) for enhanced Google Apps.

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