Genuine: How to get help from Google?

[dan7]

Hey folks, honest question here: Does anyone from Google monitor and respond to posts?  Is there a way to flag someone from support on a post, open a ticket, or otherwise get help from Google?  If this is not the intent of this jforum, I'm totally good with being redirected. Not looking to make this a complaint post, just hoping for some guidance on how to get someone from Google who can actually help.

(FYI my issue is due to Recitation errors when parsing and categorizing text that I'm passing into the 1.5-flash model (both when asking for direct text or for a summary in the response).  I've seen a few similar posts here, reddit, github, and elsewhere on the web, but only responses are "me too" and "has anyone else found a solution?," but no actual help or guidelines. This seems like a very basic & common use case, and I've never had any issues running this with any gemini model until they flipped the switch to 1.5 production)

@gaussfer FYI, since I saw you're having a similar issue.

[DamianS]

Hello @dan7  ,Welcome on Google Cloud Community.

Purpose of this community is to help as much as possible, and we are trying to do our best. However, this is not official Google Support, thus we don't have SLAs and TTR for any of tickets here. We are helping, because we want to do it, nothing more. If you want SLA, help for particular product or fast response, buy Support Tier higher than basic and then you will get dedicated person, from Product Team.

PS: If you don't have higher plan than basic, you can always create IssueTracker ticket:  https://issuetracker.google.com/issues/new

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cheers,
DamianS
LinkedIn medium.com Cloudskillsboost

[dan7]

Thank you so much, @DamianS! Genuinely appreciate the tips!

I definitely was not intending for this post to come off as complain-y or as a slight against the community, so i sincerely hope it didn't come across as such. Just was looking to see if Google itself was on this forum (or how to reach them), since the issue seems to be with the model itself (since it went to prod) being over-sensitive to recitation when you ask it to organize or even summarize information you pass to it.

Thanks so much for responding and clarifying how google support works! 

Best! Dan

[DamianS]

@dan7 
My apologize if you felt offended by my post. Didn't mean that 🙂 However I'm seeing a lot of posts where somebody complain about how Google dealing with support on this community, doing nothing for community, so tone of my message was a little bit rough. 
--
cheers,
DamianS
LinkedIn medium.com Cloudskillsboost

[DamianS]

Additionally, yes, we are getting help from Googlers, but we are not able to "call them" when we want. The best option, as I said will be paid support with SLA or post here / issuetracker ticket without any kind of SLA. 

PS: Remember to mark reply as solution if you got an sufficient answer 🙂 
--
cheers,
DamianS
LinkedIn medium.com Cloudskillsboost

[dan7]

For anyone else experiencing this issue, it appears there is an open issue here: https://issuetracker.google.com/issues/331677495.

Please +1 it if you have a similar issue 🙂

Unfortunately, while it is assigned, it's been open 2 months and does not appear to have any updates from google posted to it. So, not sure if we can expect a resolution any time soon...