Two follow ups to our previous post about customer service at Google and Facebook. The NY Times quoted Andy Rubin, Google vice president for engineering in charge of Android technology, from an on-stage interview Mr. Rubin conducted at the Consumer Electronics Show in Las Vegas: “We have to get better at customer service,”. I think I found video of that interview in the WSJ: click here. You would think that his response would be “We have a fantastic product and we need to have equally fantastic support wrapped around it. We haven’t been where we want to be, but we are going to be there very soon.” But instead, his response is more like “There are a bunch of complaints out there, but have you ever tried to launch a new tech product? I think we have done really well.” This response is almost a case study in customer service on its own.
Next, Facebook. Last week the imposter Gerard P. Cachon was on facebook. I had tried for six months to remove it and/or to contact the company. Mike Trick, couldn’t find the account this morning … and neither could I! Go figure! I am glad the account has been removed. I would love to know why and how (given that I was never able to contact anyone at Facebook). Nevertheless, it is still an interesting customer service approach – provide a bunch of help pages and nary a phone number or an email address. Like I wrote, it may be the “optimal” approach.