谷歌承认系统故障，但声称“技术上无法”修复
2 分•作者: CBlakeley•5 个月前
谷歌的系统在没有任何警告的情况下，取消了我正在使用的为期 12 个月的 Gemini Advanced 试用期，原因是我兑换了一个单独的 YouTube Premium 促销活动。有趣的是，他们的回应是：
谷歌员工确认系统故障：
* Grace：系统“本应发出警告”说明后果
* Justine：“警告系统在你这里没有正常工作”
多名客服代表承认这是系统故障，而非政策合规问题。
客户服务补救措施回应：
* Van：“我们无法提供 Gemini Advanced 或 Pro 功能的临时访问权限”
这造成了一种荒谬的情况：谷歌承认他们的系统让客户遭遇了问题，却声称在技术上无法补救他们自己承认的故障。他们经常发放促销代码和试用权限，因此显然具备技术能力。
这似乎是客户服务方法上的一个根本性崩溃——员工可以承认错误，但在系统让客户遭遇问题时，却没有任何补救措施。
其他人遇到过这种模式吗？即公司承认系统故障，却声称无法修复？
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Google's system cancelled my active 12-month Gemini Advanced trial without warning when I redeemed a separate YouTube Premium promotion. The interesting part is the response:
System failure confirmed by Google staff:<p>Grace: System "should have warned" about consequences
Justine: "Warning system didn't work as it should have in your case"
Multiple reps acknowledged this was system failure, not policy compliance<p>Customer service remediation response:
Van: "We don't have a way to provide temporary access to Gemini Advanced or Pro features"
This creates an absurd situation where Google can acknowledge their system failed a customer, but claims technical impossibility to remediate their own acknowledged failure. They routinely issue promotional codes and trial access, so the technical capability clearly exists.
It seems like a fundamental breakdown in customer service methodology - staff can admit fault but have no protocol for remediation when systems fail customers.
Has anyone else encountered this pattern where companies acknowledge system failures but claim inability to fix them?