Puffy customers

May 9, 2012 — Leave a comment

Hey ego man with 10 followers, shut the fuck up. This guy too.

What is it with people now-a-days and their “Do you know who I am and I’ll talk bad on twitter about you” bullshit. I had a customer, mind you a $20/mo customer, pull this card today.

Please terminate page.ly service and reverse the original credit card charges. If you check the correspondence with [REDACTED] on our behalf, you will see your organization’s work and responsiveness has been completely indadequate. It took us one day to accomplish with a new hosting service what we were unable to accomplish with you in a week. I am willing to write this off as a bad day/weekfor you, if you simply reverse the credit card charge, despite the hours wasted and stress you crated for us. If you think on review your service was adequate, I will happily debate you on that topic in a more public place.

The emphasis is mine. First let me say, we dropped the ball and we take full responsibility. The setup took longer than it should, and when it finished file permissions were wonky, and to top it off our our management system would not authorize the client. A grade A clusterfuck for sure. We fixed it up though, over a few days and 3 tickets. Not our best moment, but we took care of them.

If this customer had stopped writing before that last sentence I emphasized. I swear before you I would have polished his ass with my own lips in heartfelt apology and humility. And there would not be a story here.

Instead they got this response from me. We of course take responsibility for the problem and issue a full refund, but they also got a heavy dose of snark:

I looked back at the tickets from [REDACTED] and you are correct, we did drop the ball on getting things taken care of in a timely fashion. We’ll happily terminate the account and refund the payment. We stand by our product and our service, and if we don’t come through on that promise it is our fault.

I would like to also add that your threats of taking things public are not the best way to achieve you end goal. Perhaps you were burnt in the past, and some evil company maybe got the better of you and stole your lunch money. So you may had called them and had to wait on hold for 3 hours and missed your soccer game or something. And you may have sworn, right then: “this will never happen to me again, so I am going to flex my muscle next time and use this thing called the internets to have my revenge. I can use twitter and facebook, and I will say bad things.. and that will teach those mean people to mess with me” On that day you may have decided to reclaim your honor, and you might have taken your @aol email address out into the wild of the internets, head held high, just waiting for the day someone was even going to even think about messing with you.

But truth be told, you had a bad experience at page.ly, and we feel bad about it. Cause you know, we are people too. And we dont like feeling like we got taken advantage of so we try every day to deliver the best product and customer support we can, and if we fail we are wise enough to own up to those mistakes and try to make it right, regardless if the customer on the other end threatens some lame bullshit about telling their social graph they were unhappy.

Thank you for giving us a try, I am sorry it did not work out.
I will cancel the account and refund the payment immediately.

NOT my finest work, but this is how we deal with bullies at page.ly. Every once in a while we get the tough guy that for whatever reason (right or wrong) is ready to start a social media flame war over some real or imagined transgression. That’s really what they or anyone else is doing when they pull the “I’ll take this to twitter” card, they are being bullies. Alec Baldwin lost his shit when a flight attendant made him comply with federal regulations, for some reason he was above the law made a PR nitemare for the airline. Real nice Alec.

So how do you deal with this in your own business?

 

Strebel

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I write here on this blog. Kinda cool huh.

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