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awful security support experience - event log & security key concerns still no insight almost 2wks 1 Recommended Answer 6 Replies 5 Upvotes
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Last edited 4/15/19
I don't like to complain publicly but I've tried escalating and it's like I'm talking to a wall. It's also a bit concerning when a support team can't an event log item. It's been almost 2 weeks and the support team still can't tell me why the event "exchange" is in my login event, why my security keys have stopped being logged in user profile and why when i login the event shows up 3 to 5 times (same time stamp). Is this what everybody experiences for support??
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Dear bar , 
Welcome to  G Suite Administrator Community
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I'm not asking you support me I would have expected google to do that under my agreement. I am a gsuite business and chrome enterprise client with security key concerns I would have thought they would have jumped on this. I am trying to establish is this what I can come to expect from google. if so i should make my way back to microsoft's platform. google may seem to know mail but when they can't explain a security event log item after 12 days it's a problem.
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What's more in all my years in dealing with paid support queues at including ibm and microsoft they would never treat a security concern at the same level as a user experience issue. AND they would certainly not ask a client to communicate details regarding their case and matter in a public form. However it is clear to me there is no help desk best practice at work behind the scenes. I have a ticket dealing with a security matter and the tech teams response is to have me run a routine that creates more of an insecure environment on my device. When i point this out it's like everything else I discussed well that how the system works.
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Yes I've done that- like twice in fact. Like i said they don't really have a help desk best practice and the front line team don't seem properly trained to triage a problem effectively. Everything seems to get get lumped in the same bucket. security apparently doesn't get a priority unless of course it happens to be one of the google presenters telling you how much security is a priority and how they haven't had a breach of their 80,000 internal users since going to security keys. My security key looks like it's been compromised and at one point was actually typing content into a login box. Also I'll point out my original question on the point wasn't to ask your advice on how to solve my concern or a pr opportunity to redirect me to escalate my ticket to google it was to understand if this was what is the standard of support the community has come to put up with and settle for?
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I called support because my phone has been so hot it feels like it will spontaniously combust
They would not help me without a picture of my phone they just shipped me less than a month ago. Pixel 1 I had 5 replacements the pixel two I'm on my 3rd replacements thtthe 
The pixel
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