What's Wrong with Gmail, and What Google Can Do About It

There’s no question that Gmail has been one of Google’s overwhelming successes — especially compared to the company’s less well-fated endeavors such as Wave and Buzz. But lately, I’ve found myself disliking Gmail more and more. Here’s why.

To be clear: I’ve been a satisfied Gmail user for years, first running it in conjunction with the standalone client Evolution but later relying solely on Gmail’s Web interface. It’s worked pretty well, and I remain a Gmail loyalist even as competitors such as Facebook try vainly to redefine e-mail. (Sidenote: Why does Facebook force me to reply-all on group threads? That kills me.)

In other words, Gmail has proven for me to be consistently better than the alternatives, and until I find the time and money to run my own personal dedicated mail server, I don’t foresee ending my relationship with it.

Gmail Gripes

That said, having fewer problems than competing options hardly means Gmail is perfect. In particular, the following outstanding inadequacies have long perplexed me:

Does It Matter?

These are only my personal Gmail gripes; others doubtless have their own complaints. Regardless of how imperfect Gmail is, however, the more fascinating aspect of these problems is the way they don’t seem to matter, insofar as most end users are concerned.

Like Apple, which produces expensive phones that only kind of work as phones and laptops that cost way more than the hardware inside if purchased separately, Google gets away with its failures on the Gmail front because consumers have become so enthralled with the company’s successes that they readily ignore places where it comes up short.

Viewed from a broader perspective, then, the issues with Gmail highlight the extent to which producing an excellent application doesn’t actually matter as much as cultivating an appealing image. As a reflection of what end users actually value, that may be sad, but it’s true.