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Great Product but Terrible support and customer service
December 08, 2022

Great Product but Terrible support and customer service

Russ Michaels | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Reseller

Software Version

Business Starter

Overall Satisfaction with Google Workspace

I use it on a daily basis for myself and my business, I also use it for my family and resell it to clients. It is primarily used as a secure business email solution and cloud storage. I find it preferable and more secure than Office 365, and easier to manage.
  • secure email
  • domain alignment
  • anti-spam
  • cloud storage
  • customer support (terrible)
  • Partner support (realy really terrible)
  • downloading mail from external sources
  • good support (sadly)
  • reliable
  • security
  • terrible support, wastes so much time
  • don't have to use other 3rd party solutions for filtering and security, as you do with O365
I find Workspace easier to use and manage, better security, and the gmail interface and features is way better. Plus 3rd party integrations. Support sucks though from my experience. Most other email solutions do not enforce authentication and domain alignment or have MFA, which is a big issue. Nowadays with so much hacking, 2fa is really important.

Do you think Google Workspace delivers good value for the price?

Yes

Are you happy with Google Workspace's feature set?

Yes

Did Google Workspace live up to sales and marketing promises?

Yes

Did implementation of Google Workspace go as expected?

Yes

Would you buy Google Workspace again?

Yes

I used to love it back when it was google apps and gsuite, except for the partner support (PPS) which has always been absolutely diabolical and incompetent. PPS cannot be contacted by phone at all, only ticket, and it takes them weeks or months to reply to every email. It is the worst support I have ever experienced in my opinion. The tech support used to be good, but now that has gone downhill as well. They have obviously outsourced that to ..., and the support are now completely incompetent (I feel) as a result and have no idea how Google Workspace even works. This is now the case for all Google services it seems. When you contact support, you don't expect to end up providing support to them and having to explain to them how their own product works, but that is exactly what I end up doing because they are so useless. As is typical for outsourced support, you usually get nonsense replies and have to repeat the issue 10 times and tell them to read the email properly over and over again before you get any reply that is actually related to your question.

Using Google Workspace

6 - I use it for both personal and business. I run several businesses through google apps, mostly for email.
I provide email, office and google drive to my family.
For my own doamin its just me, for my MSP business I have a team of support techs.
  • email
  • drive
  • apps
  • none

Evaluating Google Workspace and Competitors

  • Product Features
  • Product Usability
I feel due to the diabolical support I might choose another product now.

Google Workspace Implementation

Google Workspace Support

ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
there is no such thing
years ago, back when it was g suite

Using Google Workspace

I really have no issues with how any of the apps work. They all do the job just great. Except Google sites, which is rubbish
ProsCons
Like to use
Easy to use
Technical support not required
Well integrated
Consistent
Convenient
Feel confident using
Unnecessarily complex
Slow to learn
Lots to learn
  • gmail is about as easy as it gets
  • office apps easy to use
  • contacting support
  • administration and reporting
Yes - only for gmail and office apps