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Google gets a C-minus for customer service

Can do better, a lot better
Fri Oct 08 2010, 13:28

THE US Better Business Bureau thinks that Google can do a better job of doing business.

Convoluted though that may be, it should come as no surprise to anyone who has encountered a problem with the web giant's business services and found nothing but nothing when it came to getting the problem resolved.

Boneless tennis players provide better service than Google does, if the BBB is to believed, and the firm was awarded a C-minus for the way it deals with its business customers.

To put this into perspective, Apple, which asks its customers to use rubber workarounds in order to make its devices work, was awarded a B-plus, and Yahoo!, which does everything in an excited fashion, got an A-plus, meaning that for once we can forgive it the exclamation mark.

Microsoft too got an A-plus grade, as did AT&T Mobility. HP got an A, meaning that its parents will still be happy to stick the report card to their fridge, and Verizon got a B.

We learned of the report through a post on a Google customer's blog site. Let's just say that the user supported the rating.

Google earned, or rather deserved, its C-minus rating by treating its business customers with the casual air that a foot does pavement. According to the BBB, Google has ignored customer complaints, some 49 of them, and has on 101 occasions refused to adjust to customer requests. Instead the BBB said, it stuck to its guns, "relying on terms of agreement".

All in, Google faced some 648 complaints from its commercial users. µ



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