Over the years, after becoming a reseller of Google's services, I resell Google Workplace for a slight profit margin, as I've found that my customers often have a real requirement of what Gmail for work can offer, so it's always been a good fit.
Three months ago, a customer asked me how to add a user to their organisation, so I sent them a link to the documentation (https://support.google.com/a/answer/33310).
They continued to email back, claiming they couldn't do it. After a few back and forth emails, I logged into my reseller console, which allows me to administer my customers' domains... but the customer's domain was not in the list.
The customer was getting a generic error when trying to access admin.google.com - please contact your domain administrator (me). When I tried to log in, their domain was simply not in the list of customers.
Since then, I've been on countless live chats, phone calls and email threads with Google support, but nobody's listening. Every time I get passed to another person, I have to explain everything from the start again, and I'm pointed to a Google Forms page to submit my "I can't access my account" request. Submitting the form doesn't do anything.
In fact, the support feels like I'm being trialled on teaching some kind of defective AI how to discuss problems with my Google account, or maybe I'm communicating via Google Translate to a non-English speaking sweatshop?
Anyway, my customer has been waiting to add a user for 3 months now, and they're getting shirty - possible legal issues are coming my way because of my incompetance.
I honestly don't know what to do. Google have just pulled the plug on a customer, and now I'm in hot water with nobody to talk to.
Has anyone got any advice?
Google doesn't seem to care about their users-- This is a common problem with Google: There's no way to get in contact with a human-- unless you create a viral twitter post about the problem.
Personally, I would never trust a company with critical things where it is impossible to talk to a human who is in a position to understand and own a problem.
There are literally zero people who work at Google who 1) talk with end users, and 2) can understand and own a problem until it is fixed.
Just keep the whole thing in a FAQ text/md document and give them that instead of spending time explaining it? Then you can respond with 'I've explained that, please consult item 5 in the document'. If they say 'you need to talk to X' then respond with 'sounds like you need talk to them for me, I have no insight into your corporate structure.'
As with many other issues of this type, if you are running a business then at some point you should delegate the issue to an attorney because it will be cheaper than spending more of your own time on it, and writing the issue up on paper makes it real in a way that open support tickets are not.
They forgot to pay the fn domain fees and their domain got hijacked and then accused me of stealing their shit -- but everything was logged in slack - but they chose to tell me "we dont slack bro" (literal comment -- and they never checked slack, and then deactivated their slack and lost all the logging of where their accounts were and such... TWO FN YEARS LATER they called me for help....
I told them that because I was admin, I deactivated myself from their systems and because they didnt read their shit, lost all access to their shit -