Truths, Half-Truths, and Lies
... from NetIdentity General Manager Ross Rader:
TRUTHS:
- "Providing our customers with answers isn't good enough."
- "We're not doing a great job"
- "... we're not taking the time to pay attention"
- "It isn't working."
- "... we don't have the right feedback loops in place."
- "Providing great customer service isn't rocket science"
- "... we haven't fully turned this corner yet."
- "... the road to hell is paved with good intentions."
HALF-TRUTHS:
- "Customers aren't upset that our isn't working as described."
- "They aren't mad that it has bugs."
- "They aren't disappointed that we screwed things up."
LIES:
- "Speaking of customer service, I've been doing a lot of it today."
- "For a long while, we were able to provide a pretty decent level of service"
2 Comments:
What a relief to find this site on which to vent my spleen. It is surely not possible for the Tucows cattle to continue for much longer. I have been having problems with them for over six months now. First they didn't recognise my password and denied me access, and now they say that I cannot access my account because I have reached the account through "in error" (sic) and am not who I say I am. Naturally no feedback from customer support at all. I am rapidly unravelling mentally with this lot, and will probably not be who I am at all by Wednesday. Thanks for listening, and providing me with a chance to screech into the ether. Feeling a little better now.
Don't merely vent, Tracy: pepper them with complaints by e-mail. Otherwise, your issues will never be adressed. Send an e-mail every day to:
ross@netidentity.com
contactus@netidentity.com
jonc@netidentity.com
Tell them you cannot access your account, and ask them when it will be fixed.
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