A random aside... I have a friend who works as support for a major credit card issuer and they did the same outsourcing. She says that pretty much every call gets escalated and the customers are just madder than they would be if someone had handled the situation competently in the first place. But it's like business school 101 to outsource, and so they do. (It's pretty new for them, as they have a hard time retaining people. The low pay and interacting with the general public pretty much guarantees that. My solution would be... just pay them more? You're getting 30% interest for years every time they buy gas. If someone has a question and then pays their minimum payment, you're just creating free money out of thin air. Send them a Christmas card too!)
Yeah, now that you mention it, the whole SADA thing is pretty transparent. I don't have any major complaints; it just feels weird to me is all. Despite what HN thinks, Google can offer good support. I've seen it done! But it is apparently not their favorite thing.
I've been using GCP for many years and have always had fantastic experiences with all aspects of it. I don't get the HN hate for it, but it is what it is. Their loss.
Yeah, now that you mention it, the whole SADA thing is pretty transparent. I don't have any major complaints; it just feels weird to me is all. Despite what HN thinks, Google can offer good support. I've seen it done! But it is apparently not their favorite thing.