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One Problem With Cloud Computing and SaaS

| 2 Comments

From Chris Brogan's blog, about unhappy Google customer Nick Saber:

Suddenly, Nick can’t access his Gmail account, can’t open Google Talk (our office IM app), can’t open Picasa where his family pictures are, can’t use his Google Docs, and oh by the way, he paid for additional storage. So, this is a paying customer with no access to the Google empire.

If he was doing something wrong/illegal/invalid, they might’ve said so (not thinking that he was). If he had been hacked, wouldn’t that be something vaguely apparent? I dunno, but it seems like that’d be the way.

So, what happens now? What does Nick do? He’s sent a bunch of emails. But now what? Locked out of ALL of Google’s apps, the apps that I praise daily, the apps where Julien Smith and I are writing a book. Should we be doing that? I didn’t see a problem until this. What if we’re the next Nick?

...customer service. It's the new sales...

2 Comments

The very last line you added in is the best: customer service is the new sales. Can you imagine? Oy.

I guess you're a lot more trusting than me, to leave the primary copies of your precious bits on someone else's hardware.

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