First real post so please be gentle
Bit of background: I run a company that sell web hosting and we have a nice little live chat function on the website for pre-sales but any existing customers we generally say send us an email/trouble ticket so its all logged. So one chappy jumps on this morning and conversation goes a bit like this (I've paraphrased as the actual transcript is a lot longer)
SC: I need a payment extension please
Me: Sure email billing@blah.com
SC: I didn't have to do that before when the company was owned by <old owner who we bought out a month ago>
Me: Well I'm afraid we have to ask you now as it saves any confusion down the line and its company policy now
SC: Where is this policy online I want to read it?
Me: Its not its just the way we do things
SC: Well I didn't sign it so it doesn't apply. Please can you give me an extension
Me: Email us
<and so on for a bit until we get the email>
SC: I've been running my own companies for 8 years and I think you should offer lots of support for everything online
Me: We don't do that as it puts to much emphasis on indviduals and its hard to hand over from one shift to another
SC: Well I don't think you've got the skill to run a company and this is all crap
Me: I'm finishing this conversation please raise a ticket
SC: This is a load of b***shit. This is going to cost you 7 customers I've referred.
ME: This is going nowhere goodbye.
So anyone email comes in and turns out guy pays us $12/mo rental and its a week overdue anyway so taking his language I turn around and say no we won't give you an extension and turned his hosting off for abusive language. to which he replies. "You've not heard the end of this. I will sue you etc etc"
Technical note for added humour for techies: Hes got his DNS split over two servers, one of them was dead and we had the other one. Now they are both dead so probably didn't ever get my reply. Ah the joys of life
Bit of background: I run a company that sell web hosting and we have a nice little live chat function on the website for pre-sales but any existing customers we generally say send us an email/trouble ticket so its all logged. So one chappy jumps on this morning and conversation goes a bit like this (I've paraphrased as the actual transcript is a lot longer)
SC: I need a payment extension please
Me: Sure email billing@blah.com
SC: I didn't have to do that before when the company was owned by <old owner who we bought out a month ago>
Me: Well I'm afraid we have to ask you now as it saves any confusion down the line and its company policy now
SC: Where is this policy online I want to read it?
Me: Its not its just the way we do things
SC: Well I didn't sign it so it doesn't apply. Please can you give me an extension
Me: Email us
<and so on for a bit until we get the email>
SC: I've been running my own companies for 8 years and I think you should offer lots of support for everything online
Me: We don't do that as it puts to much emphasis on indviduals and its hard to hand over from one shift to another
SC: Well I don't think you've got the skill to run a company and this is all crap
Me: I'm finishing this conversation please raise a ticket
SC: This is a load of b***shit. This is going to cost you 7 customers I've referred.
ME: This is going nowhere goodbye.
So anyone email comes in and turns out guy pays us $12/mo rental and its a week overdue anyway so taking his language I turn around and say no we won't give you an extension and turned his hosting off for abusive language. to which he replies. "You've not heard the end of this. I will sue you etc etc"
Technical note for added humour for techies: Hes got his DNS split over two servers, one of them was dead and we had the other one. Now they are both dead so probably didn't ever get my reply. Ah the joys of life
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