Google sent me an email today, about a domain I have used with Google apps two years ago. About one and a half years ago I transferred this domain to a different registrar and my site is now hosted by a different host.
But that doesn’t stop Google from assuming and insisting on that this domain is still maintained and managed by Google. They could easily find out from the data they already have. But no, it’s easier to handle customers with a one-size-fits-all script launching an email, confusing them about a domain name that is no longer registered with Google services.
Google’s position is: you haven’t been active with this domain, so we wonder if you still want to have it. Let me break it to you Google: that domain moved out one and a half years ago.
And the content of this email is even more ridiculous: “Please let us know if you want to continue your Google Apps domain”. Well, I would let you know. If I had a way. But it turns out there is no way for a dialogue. It would have really surprised me if there was, because Google always treats customers like that. They start monologues with technical options, where you can click buttons and communicate with a system, but not with humans.
Before our eyes Google is becoming the most inhumane technology company out there. Even with Cisco, Microsoft, or Apple you can engage a dialogue if you really want to, on various levels of customer support and feedback channels. Try that with Google. Try to talk to anyone, you run into walls.
There is a different way. Look at Amazon, who successfully launched a new service where you can call them directly and have a one-to-one video chat with someone. Of course these are trained support staff, but still, you are “talking with Amazon”.
With Google your only option is to make a post on Google+ and include the respective “help account” Google provides for most of its services. And sometimes you actually get a reply there. But it is always about instructions on how to do activate, deactivate, export or combine data. It isn’t a human interaction where they are listening and conversing with you in a way that builds trust.
Google is not a conversation company. It is a monologue company.
That shouldn’t come to a surprise to most of you, but it’s worth acknowledging that this anti-communicative habit, this systemic dissociation, is increasing with the rate of Google’s growth.
And then they are wondering why people are not really trusting them anymore with their data. A company who has no dialogue culture whatsoever with their audience is turning into a selfish, narcissist corporation. Those are not really the kind for which people find love in their heart.
(Photo: Gerard Massey, Flickr