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After posting about my issues with Adsense < > Feedburner issues I finally found the Google group for Feedburner.
While the old Feedburner forums used to be active and Feedburner staff used to regularly post replies to people’s queries the opposite seems to be the case now.
While there are plenty of people posting about their issues there seems to be a deathly silence from the Google / Feedburner side of the house.
I’ve been critical of Google’s total lack of customer service in the past, but in that instance I was addressing a free service.
Feedburner does have a revenue stream for Google. I’ve no idea of course how big that revenue stream is in the grand scheme of things, but can any company afford to totally ignore their clients in this manner?
If they didn’t want to provide any avenues for customer support it would be one thing, but what is the point of providing an avenue of support if you have no intention of actually engaging with the users?
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Google tends to do this with their non-first-line services.
I’d be shocked if they were making a profit from FeedBurner, by the way; RSS advertising never REALLY took off that much.
Of late, the only thing they really seem to be actively supporting is App Engine; even AdSense doesn’t have proper support.
Rob
Whether RSS advertising took off or not isn’t the problem 🙂
I’d just like to be able to experiment with it a small bit to see how well (or badly) it works and that is proving impossible at the moment.
I suspect they are providing support for their higher end adwords / adsense users, but I’ve no idea how they’re handling everything else…
Michele
Google is, possibly correctly, EXTREMELY impatient with new acquisitions and services; if they don’t take off, they are put on the back burner. Blogger, Grand Central, and the Twitter-like thing are obvious examples, as is poor old Groups (formerly DejaNews), but I wouldn’t be at all surprised if FeedBurner is going that way. They’ve just about kept it running, but nothing else.