Bloggers make me feel good!

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steveonz

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#33818 12-May-2009 13:27

I love Bloggers…

Not just because they type about how they feel and their experiences, but because some of them make me feel better about my own life.

Cut a long story short… I co-manage an internet based company. I do believe in providing good customer service, but when the customer is no longer a customer and then becomes annoying, then I do not feel they deserve my respect, especially when they send five emails about the same thing, which is really irritating.

What makes it worse is the annoying customer writes up about in his blog, even putting my picture up, so I send another email asking him to take it down. What this does is empowers him to create a new web page about this story not only wasting his time but its just silly.

I love it, I really do, because there are actually people out there like this. Who have the time to try and make a silly point about something that is not even an issue.

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#214351 12-May-2009 13:46

oh? and you didn't supply the link to the blog that made you cranky? :)

Andy Ghozali Geekzone Member	E: andy@ghozali.ru M: +64 21 395 458 A: Andy's Business Services, 231 High St, Christchurch 8011, NZ
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timestyles

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#214373 12-May-2009 14:50

steveonz: I love Bloggers…

If a customer is wrong or being an ass, they need to know about it. Sadly with the age of blogging and people who don’t go outside much, it’s not a reality anymore.

Replying to a don't reply email address is the sort of thing that people do occasionally, maybe put that you should't hit reply in the initial email? I see an over reaction on both sides here. And yeah it sucks that he stole your picture, a copyright violation.

steveonz

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#214382 12-May-2009 15:21

I dont think telling people about his blog is a great idea... He has the 12th most popolar blog in NZ... So thats about one visitor a week? I wouldnt want to increase that to two.

I am getting ready to file a volation to Google's picasa service but just havn't got the time yet.

bazzer

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#214394 12-May-2009 15:48

I guess people are interested?

http://nztechie.baywords.com/2009/05/10/some-poor-customer-service-from-steven-morey-at-private-box/

BurningBeard

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#214400 12-May-2009 16:05

The internet - the world's biggest soapbox, where everybody is 10 feet taller than everybody else.

I've never bothered with blogs because: a) I don't really care much for what joe nobody has to say, and b) I don't expect joe nobody to give a stuff what I have to say either.

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timestyles

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#214403 12-May-2009 16:14

bazzer: I guess people are interested?

(address snipped)

By linking, aren't you just giving this blogger more power? He does sound like a bit of a nutter.

bazzer

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#214407 12-May-2009 16:31

I guess I am, I don't really have a problem with the blogger. I find the whole thing quite funny really. Wouldn't it have been easier just to cancel his account? I don't know. They both sound like nutters to me (no offense to either party).

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sleemanj

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#214409 12-May-2009 16:31

He does sound like a bit of a nutter.

Didn't come across that way to me, he signed up, decided he didn't want to continue, tried to close the account but it wouldn't let him, asked via email to close the account, received a notice to add credit, replied to that notice asking again to close the account, and then the business sends a bit of snarky reply from what I see.

The emails sent by the blogger look to be quite calm and polite, that last email from the business was anything but calm and polite. Looking at the blogger's side of the story, he seems to have been quite reasonable in his request.

Sounds to me like steveonz does need to learn some customer service skills, the damage you do to your business by treating just one customer that way is immeasurable, word of mouth when it's about poor service spreads like wildfire. Unfortunatly word of mouth about good service isn't so quick to get around.

Instead of jumping down the customer's throat next time, how about you ask them why they have decided to discontinue the service before quickly and politely following through with closing the account. You won't get anywhere if you treat people like that. More flies with honey.

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I sell lots of stuff for electronic enthusiasts...

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#214411 12-May-2009 16:43

Im with sleemanj on this one.

Yes, the blogger should remove photos as requested but otherwise the blogger has done nothing extreme or out of the ordinary.

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steveonz

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#214422 12-May-2009 17:09

Yeah and no...

He did not include all the messages he sent to me, it may look like he only sent me two, first he sent one email, I replied and said he could login and close it. Then I received four more asking to close the account. Normal people don't get all excited when something dosnt go right, when I received four or five emails its just weard.

zocster

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#214427 12-May-2009 17:13

+1 for sleemanj's take on the issue. Customer IS always right sorry to say, you will go further definitely with a bit more courtesy

Andy Ghozali Geekzone Member	E: andy@ghozali.ru M: +64 21 395 458 A: Andy's Business Services, 231 High St, Christchurch 8011, NZ
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mjb

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#214455 12-May-2009 19:30

I'm sorry steveonz, I'm with the others too. This is one of those annoying situations for a business where the rules don't really suit the situation, and it would be prudent to just cut your losses.

Regardless of the number of email messages sent, it is after all only $4. (Many email messages can of course be a mistake, if they're all identical - if not, then well, it's still only $4).

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meesham

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#214494 12-May-2009 22:04

I have to agree with the others. I run my own small business and I'd never respond to a customer (or ex-customer who could potentially be a customer again) the way you did. I'm actually a privatebox customer and did a search for any bad experiences people have had before I signed up (something I do quite often now) and if I had have found this I probably would have had second thoughts.

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#214522 13-May-2009 07:40

Only thing you can do now is suck it in and continue on your way.
Youre not the only company whos been "named and shamed" in this way.
One negative vs how many happy customers ? You do the math :)

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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tonyhughes

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#214553 13-May-2009 10:08

@zoc

The customer is NOT always right. Work for a company providing technology solutions, or supplying alcohol, and you will soon figure that one out!

Customers often get it wrong, and it's how you deal with it that can make the difference.

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