Today’s top technology story in the New York Times covers the Gmail email log-in crisis.
In his article, Randal Stross dug deep beneath the surface to figure out why Gmail consumers weren’t able to access their accounts. He found that the root of the problem lies in the costumer service department who seem virtually unreachable to struggling consumers.
Tom Lynch is one such consumer. He was locked out of both his Gmail accounts for about a month. When he tried to contact the company for support, “He received boilerplate instructions for recovering his accounts that did not apply to his particular circumstances, which included his failing to maintain a non-Gmail e-mail account as a back-up. He said it took him four weeks, including the use of a business directory and talking with anyone he could find at Google, before he succeeded in having service restored” Stross reported.
Gmail needs to realize that people expect that important information, such as daily company or personal mail, needs to work whenever it is accessed. It is a vital part of everyday life for most professionals and college students. Instead of taking the blame and fixing their customer service problem Gmail blamed the consumer.
The article states, “Google spokesman placed the blame on Mr. Lynch, saying he did not follow Google’s guidelines. The spokesman characterized Mr. Lynch’s ordeal as a praiseworthy illustration of Google’s tough security: “We have had no cases of falsely recovered accounts.”
Upon my completion of reading this article, I have to say that technological companies such as Yahoo, Google, Dell, and Motorola care more about how many consumers buy and use their products rather than caring about the costumer service they provide. Most often, the companies don’t care if they hire enough people to handle the volume of phone calls that they will receive.
Like Gmail, they are only willing to offer you the services if you are willing to pay for them. This idea exposes their main motive: making and saving money of course.
After reading about Mr. Lynch’s hardships with Gmail and his troubles recovering his account, I couldn’t help but wonder if I would have the same problem ever with my account. I’m glad I have my U of I account incase my Gmail ever fails.
Find the full article at:
http://www.nytimes.com/2008/10/05/business/05digi.html?_r=1&ref=technology&oref=slogin
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2 comments:
Wow, I didn't realize this was happening. I'm not a Gmail person, but how inconvenient.
I check my e-mail daily because of classes and I couldn't imagine not being able to login. That would get so annoying.
Good coverage and I hope this doesn't happen to you!
The columnist of "Digital Domain" is walking a thin line between reporting and advocacy. You get the sense that the writer had it in for Google before he started work on the piece. The writer uses a condescending tone when referring to Google employees and introduces them with latent hostility. This kind of journalism, of course, is different than anything we'll do in this class.
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