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datapharmer [soylentnews.org] writes:

In what can only be assumed to be a cost-cutting measure, Google has begun notifying customers of its Google Apps that it is replacing its third party phone and email support provider TELUS Communications with 3 international call centers located in Canada, Malaysia and Bulgaria.

Google has long been criticized for its lack of or poor customer support (see http://www.zdnet.com/article/google-needs-to-rethink-its-customer-service-strategy/ [zdnet.com] and http://www.slate.com/articles/technology/technology/2011/05/your_call_is_not_important_to_us.html [slate.com] ), but I somehow don't get a warm and fuzzy feeling that this will be improving their level of service any time soon judging by similar moves by other tech companies.

The full context of the Google notice reads as follows:

Dear Customer,

This notification is to keep you up to date regarding third-party subprocessors who support the Google Apps Core Services. No action is required on your part.

To meet the support needs of our growing customer base, we’ve engaged with a select group of trusted support service providers. Like our customers, these service providers are diverse, they speak many languages and are strategically located to ensure we can support you when you need help. Each service provider goes through a rigorous selection process to ensure they have the required technical expertise, and we maintain an appropriate level of security and privacy so that together, we can provide you with a consistent support experience.

The following entities will soon be added to our list of third-party subprocessors:

TELUS International™ (CDA) Inc. (located in Canada)
SELLBYTEL™ Services Malaysia Sdn. Bhd. (located in Malaysia)
Sutherland® Bulgaria EOOD (located in Bulgaria)
These additional third-party subprocessors will assist us in providing customer and technical support for Google Apps. Their services may include phone and email support, response, diagnosis and resolution services, incident tracking, and responding to customer queries.

The following entity will be removed from our list of third-party subprocessors:

TELUS Communications Company
For further information, you may want to review our Help Center article. You can view the current list of third-party subprocessors at any time from your Admin console.

Best regards,
The Google Apps for Work Team

Original Submission