I completely agree with you on this, my point in my original comment was that Mailchimp doesn't even have this ambiguous and very shifty pretext of it being difficult to handle customer service with a humen response when your users number in the billions. Google has no excuses either at its enormous size and scope, and with annual revenue of $258 billion for 2021 (and a very healthy percentage of that being profits) they could at least make a sincere effort. It is however even less justified in a company like Mailchimp, whose users actively pay for the expectation of decent service and number in the low millions instead of billions.
Quite the opposite. Logistics matter. even to a Google, scaling human responses for user problems is extremely difficult when those users are in the billions. There will always be lots of difficulties unless AI gets radically better. I still think we fundamentally agree and Google should definitely ensure real responses at least to anyone who spends over a certain amount with it, but to me Mailchimp has far fewer excuses. These are paying customers of a multimillion dollar company and only a fraction of such people require support at any given time. Yet they still treat these users like shit sometimes for no good reason.
edit: and I have dumped Google. I use it for exactly nothing important in my life. It is possible and doable.
I use it for exactly nothing important in my life. It is possible and doable.
This is actually delusional. Email. You don't get a choice there. And your ad-blocking is unlikely to be 100% effective. How many websites you visit use google stuff? Never clicked on an amp link? That's just for starters. The decisions of others prevent you from living google free unless you leave modern society and find a nice place in the wild.
But more importantly, _No!_ Logistics do NOT matter at all in responsibilities. It doesn't matter how difficult it is. When you're the lynchpin in something and you don't deliver, screwing up someone's business or life to a non-trivial degree you are 100% responsible for that. You can't do it, GET OUT. "The logistics of driving drunk are really hard so it's ok when it goes wrong." Nope. It's not ok. Don't do it. The end. If you can't take responsibility for providing a critical service because you want huge scale you have zero business doing it.
Having more tolerance for smaller players trying to compete is fair. Having tolerance the market dominating force with the decreasing long run average total cost curve making billions is just madness. Break them up. Why are they in phone os development? Why isn't mail spun off from search? Why isn't 3rd party advertising spun off to a separate entity from those two? And so on.
"Because it suits their market dominance" has always been an argument for breaking up this kind of market power not in support of it.
Mailchimp is a multi billion dollar company with 15 million + customers now. How many support people do you think it takes to respond to hundreds of thousands of customers? I think you're asking for India style call center customer service instead of their local customer service. I imagine the amount of people who use Mailchimp and need support is much larger than you think. The name of company and brand probably attracts the majority of their customers. What sort of technically adept customers do you think make decisions based on something looking fun?
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I completely agree with you on this, my point in my original comment was that Mailchimp doesn't even have this ambiguous and very shifty pretext of it being difficult to handle customer service with a humen response when your users number in the billions. Google has no excuses either at its enormous size and scope, and with annual revenue of $258 billion for 2021 (and a very healthy percentage of that being profits) they could at least make a sincere effort. It is however even less justified in a company like Mailchimp, whose users actively pay for the expectation of decent service and number in the low millions instead of billions.
No. More justified in a smaller company /not/ less. But very, very little more.
Dumping mailchimp? Ok. Dump google? Good luck with that one. You see it?
Quite the opposite. Logistics matter. even to a Google, scaling human responses for user problems is extremely difficult when those users are in the billions. There will always be lots of difficulties unless AI gets radically better. I still think we fundamentally agree and Google should definitely ensure real responses at least to anyone who spends over a certain amount with it, but to me Mailchimp has far fewer excuses. These are paying customers of a multimillion dollar company and only a fraction of such people require support at any given time. Yet they still treat these users like shit sometimes for no good reason.
edit: and I have dumped Google. I use it for exactly nothing important in my life. It is possible and doable.
This is actually delusional. Email. You don't get a choice there. And your ad-blocking is unlikely to be 100% effective. How many websites you visit use google stuff? Never clicked on an amp link? That's just for starters. The decisions of others prevent you from living google free unless you leave modern society and find a nice place in the wild.
But more importantly, _No!_ Logistics do NOT matter at all in responsibilities. It doesn't matter how difficult it is. When you're the lynchpin in something and you don't deliver, screwing up someone's business or life to a non-trivial degree you are 100% responsible for that. You can't do it, GET OUT. "The logistics of driving drunk are really hard so it's ok when it goes wrong." Nope. It's not ok. Don't do it. The end. If you can't take responsibility for providing a critical service because you want huge scale you have zero business doing it.
Having more tolerance for smaller players trying to compete is fair. Having tolerance the market dominating force with the decreasing long run average total cost curve making billions is just madness. Break them up. Why are they in phone os development? Why isn't mail spun off from search? Why isn't 3rd party advertising spun off to a separate entity from those two? And so on.
"Because it suits their market dominance" has always been an argument for breaking up this kind of market power not in support of it.
Mailchimp is a multi billion dollar company with 15 million + customers now. How many support people do you think it takes to respond to hundreds of thousands of customers? I think you're asking for India style call center customer service instead of their local customer service. I imagine the amount of people who use Mailchimp and need support is much larger than you think. The name of company and brand probably attracts the majority of their customers. What sort of technically adept customers do you think make decisions based on something looking fun?