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Originally Posted by Killswitch
Normally I'd agree with you, but this guy clearly doesn't know what he's talking about, fucked up and put the blame on Mojo. Anyone who isn't as braindead as this guy is knows he fucked up, but he's doubling down because he's definitely one of those "I pay $20/mo and demand you be at my beck and call at all times or I'm going to leave for someone else!"
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Normally I would agree with that as I have seen and heard that kind of thing several times. You could be right, or, it could be a goof at Mojo.
Regardless though, it isn't really the point anymore. What we could do is try to help him out by determinng the source of the problem even though he's already moving to AWS. It may not help him or Mojo out but it could be useful to someone else here.
For example, for the longest time I had issues with CORS policies, leaving me and my programmers scratching their heads. The issue in the end was with the hosting provider's configuration of our servers. No one was mad at anyone but it took longer to fix than necessary.
Quote:
Originally Posted by Killswitch
...Just because you pay to use my services doesn't mean you get to berate me and behave that way.
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Very true, but that is where expert-level customer service should have kicked-in, but might not have.
Regardless of the problem, a customer is upset. The first thing to do is call him, listen to the issue, reassure him or her that the issue is important, and then work together to solve the issue. When the problem affects business and cashflow, it should be beyond top-priority. The fact that he had to wait 4 hours indicates that customer service system failed him somewhere, so no wonder he's upset.
Quote:
Originally Posted by Killswitch
.Just like you can be fired by your employer you can be fired by a provider of a service. They owe you NOTHING.
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Well no that's not true. The customer deserves the level of service promised to him in the Terms of Service.
Quote:
Originally Posted by Killswitch
"Customer is always right" is how you get Karen's like Dick Farm Dunn here.
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I hear you man.... but there is an opportunity here that is lost when customer service doesn't respond quickly enough. For example, when a customer calls with a complaint, the representative has a chance to not only save the situation, but to also keep the client very happy thereby ensuring that he remains with them for years to come.
It get it - its hard to look at pissed-off customers as anything but a drain, but there's a golden sales opportunity with D Ghost here that was missed.
Cheers.