Your suppose to reply regardless, whoever is in charge of Customer Support for GLB needs a new job.
Forum > Goal Line Blitz > No sure where else to put this since the right place gets no response!!!
Larry Roadgrader
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Originally posted by Novus
,...but you guys routinely leave us with no other option with the way you handle Support tickets. And yet you still don't seem to understand this dynamic.
Yeah, and frankly I don't understand how any decent-sized organization can be that dense for that long. Collectively you've had great ideas, some impressive coding and products, and a great income stream, but I just can't imagine ANY business not getting/embracing even the BASICS of customer service for so long. Somebody needs to read a book or invite in a guest speaker and then train/retrain the staff. This isn't rocket science--its merely the level of common courtesy and professionalism that you'd expect from the local dry cleaner or tire shop.
,...but you guys routinely leave us with no other option with the way you handle Support tickets. And yet you still don't seem to understand this dynamic.
Yeah, and frankly I don't understand how any decent-sized organization can be that dense for that long. Collectively you've had great ideas, some impressive coding and products, and a great income stream, but I just can't imagine ANY business not getting/embracing even the BASICS of customer service for so long. Somebody needs to read a book or invite in a guest speaker and then train/retrain the staff. This isn't rocket science--its merely the level of common courtesy and professionalism that you'd expect from the local dry cleaner or tire shop.
Novus
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Originally posted by Larry Roadgrader
Yeah, and frankly I don't understand how any decent-sized organization can be that dense for that long. Collectively you've had great ideas, some impressive coding and products, and a great income stream, but I just can't imagine ANY business not getting/embracing even the BASICS of customer service for so long. Somebody needs to read a book or invite in a guest speaker and then train/retrain the staff. This isn't rocket science--its merely the level of common courtesy and professionalism that you'd expect from the local dry cleaner or tire shop.
I'm normally pretty easy-going in my business dealings... when there's a problem, I know I can usually get it fixed with just a quick word with the manager, because most managers get it and want me to continue being their customer, even if the front-line employees don't care.
On those rare occasions when the manager doesn't care either, though... that's when I get pissed.
You mentioned a tire shop... I had an issue with a national car repair chain last year where one of my TPMS sensors in my car died, and they replaced it with what turned out to be entirely the wrong part. However, at first they insisted it was the right part and told me I just needed to drive for a while to get the new sensor to activate. When it didn't, they told me to drive on it some more. When it still didn't, they told me they'd research the issue and call me back. When they didn't call me back, I went in to complain about them not calling me back and told them I wanted a refund -- and they responded by refusing to give me a refund and threatening to call the police on me. So, I left, and went straight to another company who charged me a diagnostic fee to figure out the first company had put in the wrong part, but wanted to charge me a ridiculous amount for the correct part. I again asked the first company to refund me for the wrong part so I could afford to get the correct one -- and they STILL refused to refund me.
In the end, I went online, found the contact info for a vice-president at the first company, and wrote him a letter. He responded by bringing down the wrath of an angry executive on the local store and made them refund me for the first part, reimburse me for the diagnostic charge from the other company, and installed the correct sensor for free, and I basically ended up making money on the deal. But I will no longer go to them in future for my car repair needs, because I don't want to go through all that hassle again if anything else ever goes wrong, so not only did they lose money on this transaction, they've all lost all future revenue from me -- all because they didn't want to own up to installing the wrong part or take a smaller initial hit on the cost of that part.
Had the local store treated me properly in the first place, they would've saved themselves money in the long run.
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Problem with GLB is that there IS no angry executive to call upon to bring down his wrath on the front-line employees who actively cost the company revenue and good will. Bort is so completely and totally insulated and protected from the customers that it's impossible to get his attention or get him to override people like Corndog, DigitalDaggers, or EllisBell when they get something horribly and laughably wrong. I used to try to be understanding about that, since you don't necessarily want Bort to get overwhelmed dealing with nothing but customer service issues himself all day long, but I really think Bort's intentional isolation has caused him to lose touch with his customers, and he's letting his lieutenants run rampant. Time for Bort to open up to us customers a bit more, like he was in the past.
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POST-LOCK EDIT:
Oh, look, what a surprise. DigitalDaggers is uncomfortable with a discussion about WGG's staff and their complete and utter lack of understanding of basic concepts of customer service and problem resolution. I'm shocked. Shocked!
Yeah, and frankly I don't understand how any decent-sized organization can be that dense for that long. Collectively you've had great ideas, some impressive coding and products, and a great income stream, but I just can't imagine ANY business not getting/embracing even the BASICS of customer service for so long. Somebody needs to read a book or invite in a guest speaker and then train/retrain the staff. This isn't rocket science--its merely the level of common courtesy and professionalism that you'd expect from the local dry cleaner or tire shop.
I'm normally pretty easy-going in my business dealings... when there's a problem, I know I can usually get it fixed with just a quick word with the manager, because most managers get it and want me to continue being their customer, even if the front-line employees don't care.
On those rare occasions when the manager doesn't care either, though... that's when I get pissed.
You mentioned a tire shop... I had an issue with a national car repair chain last year where one of my TPMS sensors in my car died, and they replaced it with what turned out to be entirely the wrong part. However, at first they insisted it was the right part and told me I just needed to drive for a while to get the new sensor to activate. When it didn't, they told me to drive on it some more. When it still didn't, they told me they'd research the issue and call me back. When they didn't call me back, I went in to complain about them not calling me back and told them I wanted a refund -- and they responded by refusing to give me a refund and threatening to call the police on me. So, I left, and went straight to another company who charged me a diagnostic fee to figure out the first company had put in the wrong part, but wanted to charge me a ridiculous amount for the correct part. I again asked the first company to refund me for the wrong part so I could afford to get the correct one -- and they STILL refused to refund me.
In the end, I went online, found the contact info for a vice-president at the first company, and wrote him a letter. He responded by bringing down the wrath of an angry executive on the local store and made them refund me for the first part, reimburse me for the diagnostic charge from the other company, and installed the correct sensor for free, and I basically ended up making money on the deal. But I will no longer go to them in future for my car repair needs, because I don't want to go through all that hassle again if anything else ever goes wrong, so not only did they lose money on this transaction, they've all lost all future revenue from me -- all because they didn't want to own up to installing the wrong part or take a smaller initial hit on the cost of that part.
Had the local store treated me properly in the first place, they would've saved themselves money in the long run.
---
Problem with GLB is that there IS no angry executive to call upon to bring down his wrath on the front-line employees who actively cost the company revenue and good will. Bort is so completely and totally insulated and protected from the customers that it's impossible to get his attention or get him to override people like Corndog, DigitalDaggers, or EllisBell when they get something horribly and laughably wrong. I used to try to be understanding about that, since you don't necessarily want Bort to get overwhelmed dealing with nothing but customer service issues himself all day long, but I really think Bort's intentional isolation has caused him to lose touch with his customers, and he's letting his lieutenants run rampant. Time for Bort to open up to us customers a bit more, like he was in the past.
---
POST-LOCK EDIT:
Oh, look, what a surprise. DigitalDaggers is uncomfortable with a discussion about WGG's staff and their complete and utter lack of understanding of basic concepts of customer service and problem resolution. I'm shocked. Shocked!
Edited by Novus on Mar 7, 2014 11:08:15
Spread-em offense
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Originally posted by vinman
Your suppose to reply regardless, whoever is in charge of Customer Support for GLB needs a new job.
and by a new job he means that the person needs to be promoted to a customer
Your suppose to reply regardless, whoever is in charge of Customer Support for GLB needs a new job.
and by a new job he means that the person needs to be promoted to a customer
Originally posted by Corndog
But the "bug" was apparently "fixed" literally the day after he sent the support message because that player played the very next game.
Sure, a response probably wouldn't have hurt, but whatever the issue was was already fixed.
Originally posted by Corndog
Of course.
Acting like this is an issue being ignored by support is a little bit deceiving, though.
Most likely support was looking at it, seeing that it was fixed, then moving on to stuff that actually needed attention.
But the "bug" was apparently "fixed" literally the day after he sent the support message because that player played the very next game.
Sure, a response probably wouldn't have hurt, but whatever the issue was was already fixed.
Originally posted by Corndog
Of course.
Acting like this is an issue being ignored by support is a little bit deceiving, though.
Most likely support was looking at it, seeing that it was fixed, then moving on to stuff that actually needed attention.
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