Google's handling is pretty cold. They encountered a critical issue with having ...

jrockway · on Aug 21, 2011

I'm not so sure. Look at all the companies that have non-automated support: Best Buy, Comcast, Bank of America, and so on. Nobody likes those companies either.

Ultimately, being nice to people doesn't scale. And making money requires scaling.

Joakal · on Aug 21, 2011

What are you not sure about?

jrockway · on Aug 21, 2011

They prefer automation over everything. And that aim will keep biting them in the ass.

The other companies people hate don't automate anything. But everyone still hates them.