It comes as a no surprise to technologist that Google would pull the plug on Google Wave, I just didn’t expect it so soon. I also didn’t expect Google to kill it’s Google Nexus One phone. As a user of Google products, I am always apprehensive to use new Google products because they have a track record of just dropping support for products they deemed unsuccessful with little or no notice. Google has been known to buy products like Jaiku and Dodgeball only to kill them after a year. The other products that I have used and Google has killed include Google Notebook, Google Video, and Google Page Creator. This is one reason I would not use any Google product still in beta, which is most of Google’s products, for mission critical applications. Most of Google’s consumer applications are free, such as Google Docs, Google Mail, and Google Search but only because they provide zero customer support. In fact, you have a better change of finding a Google employee or Product Manager through Twitter than you do through their About Us, Contact Us or corporate website. It’s joke that you can’t even find Google customer support page for any of their products even if you use Google Search.
Google prides themselves in hiring really brilliant engineers, bordering savants and the top 5% of MENSA, and it designs products for users just like them. Basically they design for nerds, and the first response you will ever get when asking a question to a technology focused group is RTFM, and this is how Google treats it’s users. Google expects it’s user to comb through Google Groups, do Google Searches, and ask your colleagues via Google Voice because Google does not see as it’s job to help users with Google products, but to create new products and see what users use, and see how they use it, how much they use it, and how they can learn from users behaviors.
So one is left asking, what product will Google kill next? Orkut? Chrome OS? Google Reader? Google Knol?