There are days when I’d rather deal with a million awkward clients, than have to send yet another e-mail to a support team. Argh!
Don’t get me wrong, I’m often quick to jump on others for getting nasty with support because I’ve been there… sat on the other end of the telephone line or e-mail inbox, with not a clue how to help the person in need of assistance because of their inability to correctly describe the problem or tell me how they reached the scenario they’re at. However, there are times when I think — and of course I’m always right ;) — that there are ways and methods of dealing with things.
It took me almost an hour today to get the information I needed from the support department of a host we (work) use, simply because they could not stop being defensive over their service. The ridiculous thing was that I had clearly stated that I was not necessarily annoyed at the downtime because sometimes shit happens and there’s nothing you can do except fix it and move on, but that was not an acceptable answer for me to give to my superiors.
By the time we finally reached the point where I had the information that I needed to pass on to the relevant people, I was being lectured by said same support for wasting time they could have used to deal with other customers and issues. I am aware I am an awkward bugger, and one hell of a client to deal with when I want something doing… but had they not dicked around for that length of time trying to justify crap that I wasn’t particularly interested in, I would have not had to “waste their time”.
I’m not naming names here because generally the service from this company is good. There is rarely downtime and support is fast, often putting up with my inane questions and badgering. Compared to a lot of hosts out there, they’re pretty “hot” when it comes to their hosting. However, sometimes I think they need to bear in mind the phrase “the customer is always right” and just get the bloody hell on with it.