A Google Blunder- the Sad Story of Urchin

Anenome writes "Google has a track record of buying startups and integrating them into its portfolio. But sometimes those acquisitions go terribly wrong, as Ars Technica argues has been the case with Google's 2005 purchase of web-analytics firm Urchin Software Corp. 'In the wake of Google's purchase of the company, inquiring customers (including Ars Technica) were told that support and updates would continue. Companies that had purchased support contracts were expecting version 6 any day, including Ars. What really happened is this: Google focused its attention on Google Analytics, put all updates to Urchin's other products on the back burner, and rolled out a skeleton support team. Everyone who forked over for upgrades via a support contract never got them, even though things weren't supposed to have changed. The support experience has been awful. Since the acquisition, we have had two major issues with Urchin, and neither issue was solved by Google's support team. In fact, with one issue, we were helped up until the point it got difficult, and then the help vanished. The support team literally just stopped responding.'"

Comments

Uncertainty

[beavis88]

What companies like Google don't realize is that it's the uncertainty that kills customers. Most of us won't really care if you're going to buy Urchin, move all the best pieces to Google Analytics, and then kill it off - just tell us what the fuck you are doing so we can plan accordingly. Dicking people around by pretending to support what you know will be a dead product is a good way to get people to hold grudges against you.

FOSS losers

[Generic Guy]

It makes one wonder how many of these companies eschewed open-source solutions, in favor of expensive "supported" software.

Hopefully enough of these examples will eventually reach the tipping point where PHBs will finally begin to wonder what exactly they're getting for their money.

Re:What it really shows

[speaker of the truth]

Is that choosing commercial or proprietary software based on the notion you get better support is a myth. Given that OSS can ONLY make money from offering support (or by being sponsored by a large company) with all other things equal the likelihood is that the OSS people will offer better support, because unlike closed source companies the support is their bread and butter.