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Showing posts with the label poor customer service

How to handle making a mistake in customer service

The Mac app store has made a splash this week for lots of good reasons, unfortunately one developer has dropped the ball in the transition and caused a huge problem both for herself and for her customers. Sophie of Sophiestication took the reasonable view that if she was going to move Coversutra over to the Mac App Store (MAS) she did not have the time and resources to maintain two separate code branches and would go exclusively to the MAS, She posted to her company blog at the start of this week that this was going to be the case and this is when the backlash started.  In the MAS, Cover Sutra costs $5 for version 2.5 therefore if anyone with an earlier version wants an upgrade, they have to buy the version from the MAS. Unfortunately, what sophie forgot (and I genuinely believe that she forgot) was that in the coversutra license agreement between Sophiestication and any customer who bought version 2, it promises free upgrades up until version 3.0 is released. So by releasing 2.5...

NTHell

We've had an on and off problem with our broadband connection for a few weeks, I thought it was the router and replaced it. Well this afternoon I got back from work and it Sucked royally, so I disconnected everything and connected my work laptop to the Cable modem. Last time I did that it all seemed fine and speedy, but this time it was dropping packets left and right, over 20% at 13:17 I phone Customer Sevice and very quickly got through to a person. That's important because I don't have an NTL phone so it costs me money to phone them. I explained the problem and the young lady took me through a few things which I expect, 1st line is there to weed out the stupid stuff. She then stated that it was a problem with my firewall because she couldn't ping my laptop, I reluctantly turned the XP firewall off and she tried again. YL "I can't get a ping on your laptop, you must have another firewall switched on." Me "Nope" YL "Yes you mu...