How to lose a customer with the least amount of effort
February 27, 2007
1) Don’t provide any telephone support
2) When they’re forced to use chat support in their browser, make them wait for 45 minutes to acknowledge their presence
3) Make sure the support rep can barely understand English and is fluent in copying and pasting prewritten responses
4) If you can’t help the customer, blame others and make them call them
5) If your customer manages to find a phone number for the company, make sure every employee in the office refuses to help them, directs them to the chat support that they already wasted half their morning on, and refuse to refund a single cent from the monthly fee they were charged only two days ago
6) Celebrate the loss of a customer and see the effectiveness of blogging in how quickly the true face of your company is shared with the public.
Thank you Reseller Zoom, really, I appreciate all your support. MediaTemple, here I come.
For future search result optimization and those that missed the subject of my anger, let’s throw in an alternative title, “6 reasons why you should never use Reseller Zoom”.
8 Comments
Aaron said on February 27, 2007...
Travis,
I don’t understand why hosting companies act like they are the cable company. I mean the cable company can afford to treat you like crap because you don’t have any options.
Hosting companies are a dime a dozen so I don’t understand why they just won’t bother helping the people that pay their bills.
add Network Solutions to your list. They are a little better but still provide bad customer service, lie, and won’t refund any amount of a 1 year paid hosting package that you activated 1 week ago.
Travis said on February 27, 2007...
I don’t think any company has the right to act like that. Cable, telephone, internet, they should all have a responsive support system.
Yeah, Network Solutions is the same, except they did have telephone support when I had to call them for my client last month.
It’s such a shame that everything is so materialistic and none of the higher powers in companies ever get to see this ridiculous service on the frontline.
Eric said on February 27, 2007...
These people ripped me off and I was just about to post about them myself. You took the words right out of my mouth Travis!
Travis said on February 27, 2007...
Unfortunately, I don’t have the time today to transfer to MT. Hopefully tomorrow or the next day.
Right now The Ad Feed is offline and has been all night because of the Zoom assholes.
Aaron said on February 27, 2007...
I agree no company should act like that but oligopolistic companies can kind of get away with it.
Fortunately hosting companies haven’t banded together to get legislation passed to limit our rights.
Good luck.
Ran said on February 27, 2007...
Same here with HZ! I couldn’t agree more. They moved my sites to another server last week WITHOUT MOVING THE ACTUAL FILES!!!
MediaTemple, Please don’t fail me…
Travis said on February 27, 2007...
I had gotten the e-mail a couple weeks back saying they were going to move the server and I had to change the ip addresses at my domain registrar.
So I did that. I wake up this morning and half of my websites are down.
After speaking with the first rep he/she said the same thing happened as to you Ran, my files were left on the old server which they shut down for good last night.
A copy is on the new server but my domains have yet to redirect to it and they can’t help me.
I’ve lost a few thousand page views today and have no way of explaining to my viewers what happened until this gets worked out.
TheBillfold said on February 27, 2007...
Well said, Travis. I especially can relate to point # 3!
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