Posts tagged “tech support”

It IS a big deal…

I’ve got a Dell laptop, and I’ve got two phone numbers for Dell tech support – one for general customers and one for small business. Every time I’ve called either number, the reps have told me that I actually need to be talking to someone via the other number.

Today I told Shane, the Dell support person I was talking to, how I get bounced around. Since I didn’t want to distract from getting my actual tech issue handled, I concluded with, “But it’s not a big deal.”

To my surprise, Shane responded, “It IS a big deal.” And then he proceeded to write an internal email to fix the routing of my calls and confirm what number I should use in the future.

What a shift it made in my mood to have it validated that this call-routing confusion was, in fact, something that is annoying and shouldn’t be happening. Thank you, Shane. Bravo.

The impact of good post-purchase customer service is tremendous, and these little humanizing moments go a long way towards creating that experience.

Squeaky Tweets Get Grease

This article relates how a Comcast VP started using Twitter to track down and resolve customer problems, after a lot of bad news began appearing on blogs and websites.

But in portraying this as a big success, with social media mavericks working inside the enterprise to really solve customer problems, the article is missing the larger point: these companies (in this case Comcast, but substitute anyone else you like) are so bloated, bureaucratic, inefficient or corporate that the regular system can’t work. This is the problem resolution system that is available to the greatest majority of the customers, those who don’t know what Twitter is, who don’t start anti-Comcast blogs, those vast majority of customers who have either surrendered entirely or who only have access to the resources the company offers them: a toll free number to call. If Comcast (or equivalent) can’t solve problems that come in that way, they shouldn’t be lauded when customers are driven to the brink and complain in other channels that Comcast isn’t really and truly supporting.

While it’s great that there are motivated and creative folks at Comcast that are pushing the envelope of how to reach and support customers, it smacks of elitism to be applauding this thin veneer of problem resolution when what it reveals is the rotting timbers of the support infrastructure.

Shut yo mouf

In a previous post I told a story about receiving mistaken invoices from my online backup service. It was a LOT of money and I made the mistake of reading my email during a bit of insomnia, and of course, my adrenalin surged unhappily even though I convinced myself it was probably a mistake (but it was tricky; the first review I read about this service, Data Deposit Box, explained how if your software creates temp files in the target directory, you may find yourself uploading HUGE HUGE files to their system and being charged for it – and at least once in that previous month I found that my DVD software had put some several gigabyte file down without telling me, etc. etc. so I had some rational basis for concern), and eventually they let us all know that they had sent these three invoices out by mistake.

So I blogged the story, because, hey, I’ve got a blog and I’m going to use it.

But the company I blogged about wasn’t too happy.

From: “Peter Carroll”
Subject: The Data Deposit Box problem
Date: Mon, 13 Jun 2005 09:43:07 -0400


We are again very sorry for the error that caused you to receive those emails. It was an embarrassing mistake that will never happen again.

I read your blog on the topic with horror this morning. We have all worked hard to communicate with our customers and clean up the mess this caused. These were only internal reminder emails for our accounting people to manually bill a couple of our very large clients. No customers were billed.

Clearly this was a dark day in our history that we would all like to put behind us. Unfortunately, with your blog showing up in Google I fear we will be reliving it over and over for months or years to come.

Would you consider removing your post in exchange for 3 months of free Data Deposit Box service? I assume you are otherwise happy with our service. This gesture would be greatly appreciated by everyone at Data Deposit Box.


Peter Carroll, CTO

This really threw me for a loop. I’m supposed to feel bad for them? I guess I do, but what about me? My monthly bill is about $20.00, so they’re asking me to basically censor myself in support of their corporate goals, for about $60.00. I don’t want to go off on a major integrity high-horse type of deal, but really? $60? Maybe they should offer me the three free months as a gesture of good will in apology for the upset. But not make it contigent upon me zipping my mouth.

Further, there’s an element of quiet coercion here, and really, isn’t a backup company’s core offering involving trust? I don’t feel they are behaving in a trustworthy fashion. And what if I refuse to take the posting down? Will that mean that maybe my data might (oops! We are SOOOO sorry) go away? Probably not, but even the fact that this exchange has raised the spectre of data loss suggests their approach to me was a wrong one.

I’m not out to change the world with this blog, and I’m still getting used to the fact (after nearly 4 years) that this blog can have some impact, but I stand by what I wrote.

I didn’t bother to share with people, by the way, my “icon” experience. Here’s a support request I sent in

Admittedly, this is a low-priority request, but I wanted at least to request it…

Every once in a while the icon in the system tray disappears and then reappears. This causes all the task bar entries to shift rapidly back and forth – in other words, it’s a fair amount of motion along the bottom of the screen. It’s VERY distracting. It’d be great if that didn’t happen, if it just stayed live all the time, or I’d be willing to disable the icon if that meant I could avoid this problem. I’ve seen this happen with other programs (I think PopFile had it with a recent version) and it cosmetic, but it’s also impacting concentration and productivity, so it is important in that way.

They responded nicely, and quickly

We had a problem with our icon in that it would disappear and we were unable to determine why it was happening. We decided to destroy and recreate the icon periodically to stop this from happening.

I will add a registry setting to the client application to allow you to disable this. The option will not appear in our options program, but will be only available via registry changes.

I will let you know once this is ready and send you instructions on the name of the key.

I’m no programmer, but a tech friend of mine was aghast at the problem and also the kludgey solution. Didn’t give him faith in their technical chops. Anyway, shortly thereafter they sent the registry key instructions. Playing with the Windows registry is sort of a dangerous manipulation of the secret guts of how things work. One typo can ruin stuff. Anyway, they told me what kind of key to create and what to put in it. And there was a typo in their instructions.

Under Software/Acpana/Backup/username please add a ERG_SZ value with the name DoIconRefresh and set the value to 0

ERG_SZ should be REG_SZ. I didn’t know that, but I figured it out. Still doesn’t give you the best confidence in them.

Anyway, back to the issue at hand – the blog entry. I wrote them back

Peter, I’m awfully surprised that you’d ask a customer to delete a posting they made about your product! And further that you’d offer me roughly $60 to do so!

Moreover, this sort of thing really impacts the feeling of trust between me and Data Deposit Box – if I refuse, what will happen to my data? For a service that provides backup, I would suggest that the trust is pretty important and this exchange kind of threatens that trust.


and heard back

If you refuse, nothing will happen to your data. I only ask that you please consider removing your post because of the ongoing negative impact it will have on our company.

As you point out, trust is a very fragile thing. Nobody understands that more than we do. There was nothing malicious in our action. It was an honest mistake and we have worked very hard to repair the damage it caused. My fear is that your post will continue to show up in Google and new damage will continue to happen.

Expression of individual opinion is very important right. But please consider what the effect is when they are amplified by Google. IÔø?m sure you do not intend to cause us ongoing damage to our reputation. If you did, I am sure you would no longer be a customer. But negative comments are may times more powerful than positive.

I offered you some free service only as a gesture of good faith. I had no other intentions. If you are not comfortable with that I understand. Was our response to our customers not sufficient or appropriate in you mind? Is there anything more you feel we should do?

I truly hope you can forgive us for this mishap. If not, I apologize again and wish you all the best.

I don’t want to be a villain, or hurt this poor company. Discussions of forgiveness and malice and all this seem very emotional and very personal. Perhaps I need to be more judicious of my stories of bad service or bad experiences. I don’t think I’m using this a bully pulpit, though. Even though they won’t be happy to see their exchange with me also blogged, I feel it’s important. Look, this isn’t Disney sending a cease-and-desist letter or anything dramatic like that, but it’s a request to stop saying something bad about a company, because an honest experience (and really, that was NOT a screed, I’ve written screeds, that was mostly sharing an experience and sharing my own horror at it) is just that. What happened to me. My truth.

I’m still a customer of Data Deposit Box. They offer a unique pricing advantage (you pay what you backup, not by choosing from a variety of sizes that you think you need to store) and a unique backup process (you backup files pretty much all the time not on a schedule). They claim to offer multiple copies of files (versions 1 2 and 3) that change over time, but I haven’t figured that out. It may be working, or may not. I don’t know yet.

And, I’ve had a frightening billing mistake with them, and I’ve had a somewhat slapdash if effective and rapid support for something very cosmetic. I’m laying it out there for you to decide for yourself.

I [hate] Yahoo, part deux

I should have known better.

I just wrote an extensive bug report to Yahoo, and filled out a detailed form about my account and my system and all that, and after submitting it, find out that Sorry, but we’re experiencing temporary technical trouble. Please wait a few minutes, then try to send your inquiry again.

And my form is gone. The Back button trashes it, they haven’t saved it.

Isn’t this a problem that was solved years ago?

First of all, why is Yahoo so lame that they can’t fix this? Second of all, how can they have problems that prevent them from receiving bug reports? Because this is exactly what happened last time I had a problem.

Forget who is more innovative, Yahoo or Google, let’s think about who is more basically reliable?

I [hate] Yahoo

Yahoo is the latest incompetent organization for support.

I’m having very frustrating problems with my Yahoo email account – not the free stuff some people have; SBCGlobal/Yahoo is my ISP, I pay for ’em.

I really only use that account for Undercover, the Rolling Stones mailing list I run. The problems became much clearer when list traffic picked up dramatically over the last few days. Email from members – myself included – was taking hours to get to the distribution list. I went through a process to “whitelist” with Yahoo, but they rejected us, since it’s a mailing list, not an ISP (or something? I don’t quite understand what the problem was – they want it all to trace back to a unique IP address – ironically I’m having almost the opposte problem with AOL, but that’s a separate post).

Here’s what they told me

Since your emails are not sent from a dedicated IP address used solely for your mailings, we cannot systematically exempt your email from our SpamGuard technology.

Please be aware that Yahoo! Mail users are able to set their own preferences for the manner in which they receive your mailings. If the recipients of your messages want to ensure they receive your emails in their Inbox, you may want to ask them to set up a filter in Yahoo! Mail specifically for your emails, or have them add your email address(es) to their Yahoo! Address Book.

The problem goes back; I actually had problems with all the admin messages the list software generates being tagged as “bulk” by Yahoo and no matter how many times I tagged them as “not spam” they’d still end up as bulk. I finally gave up on their filtering software and had them just deliver all the bulk email to me. I couldn’t override their insistence that it was all bulk. Nothing like having something like that out of your own control.

But anyway now my own messages are ending up in the bulk folder. When I post to my own list, it ends up as bulk, and all the other subscribers are finding the same thing.

I put my own address in my Yahoo address book. Which makes no sense, but okay. When I send email from my client software (i.e., I use Eudora, but the same idea as using Outlook) it ends up as Bulk. When I sent it from their web interface, it doesn’t. That seems totally weird.

I responded to the whitelist rejection with this info. Today I got this response.

Subject: Re: Customer Support Request Site Change

Dear SBC Internet Customer,
Our Support Request site has recently changed.
Please submit your question or comment via our new online form available at
Thank you for contacting SBC Yahoo!

Why the heck am I getting email from Ameritech, a company I’ve never done business with? I clicked on their link and am given an opportunity to contact support. And then it asks for my password. I get really nervous – isn’t this a standard phishing technique? I spend a few minutes convincing myself the site is legit, and go through the process of entering all my contact info and then typing up the problem in detail, and I hit submit.

“We’re sorry; there’s been a techincal problem. Please wait a few minutes and try again.”


And when I hit “back” on the browser, all the data I’ve typed in is gone.

This is so incredibly frustrating. Really hair-tearing out stuff. Argh. Yahoo, you sux!

Update: Maybe they did process my response (after that billing@ameritech message telling me they didn’t) because I just received this


Thank you for contacting Yahoo! Customer Care.

We appreciate the information you have provided and are looking into the
delivery issue you reported. Please be assured that we’re continuing to
take steps to make Yahoo! Mail the best email service on the planet.

Thank you again for contacting Yahoo! Customer Care.

Update: Seems that my emails getting flagged as spam may have stopped as of May 16, 3 days after I first posted this? I never heard back about any resolution, but I notice that was the point at which the symptoms ceased. Who knows?


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