how-to block ads
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equazcion
join:2007-04-24
Fresh Meadows, NY
3 edits | Agree.
Just showing my support of your complaint -- I agree with you completely here. The support people tend not to read the tickets too carefully, so they tend to ask you for information you already provided. Either that or they just use that as a technique to stall for more time. It's especially frustrating because you're sitting there waiting for a reply, and when it finally comes, it's not a resolution but rather a request for information you already gave, and you have to reply and sit there waiting again. And god-forbid you should express that frustration. Calling you "pathetic" after you got frustrated for multiple reasons that were ALL WHB's fault is pathetic itself.
First of all, it should be a priority of WHB's to get the false ad taken down. But more importantly, I TOTALLY hear you about the apology you suggested. I've gotten this feeling so much from these people. As you said, there have been so many times when a simple apology (early on, and not just after the posting of bad reviews, as a method of damage control) would have really gone a long way. Matt isn't nearly as concerned with customer service as he is with WHB's public image. When you threaten that, that's when you get attention. Otherwise you just get slick evasive answers that are really not answers at all. I'm sorry Matt, but this is true, and you need to give some serious thought to the way you handle these situations. This person's complaint could have, and should have, been resolved within the very first response from support. There was no need for this. Now you have yet another bad review posted for the public to see. Was it worth it? | |
WHBCTO
join:2006-04-27
UK
| What?
What qualifies you to judge me? The fact that I went out of my way to try and help you? I'm underwhelmed by your gratitude.
The fact is, management contact details are clearly visible on our website should anyone want to get in touch. I take customer service VERY SERIOUSLY, and a good proportion of my working day is on tasks related to this. Believe it or not, I am human, I can make mistakes (as we've seen in my emails above) and I do suffer from human emotions too - such as disappointment for when I try and help someone that throws it back in my face.
The original poster is pathetic. It was explained to him that we made a mistake, and it really is a minor mistake. We are a human company and yes, we can make them. Threatening to hurt their business as a result of a minor mistake by posting crap on various internet sites is pathetic. | |
hoopdedoo
join:2003-08-27
Lancaster, OH
1 edit | Wow! I think that Matt's replies speak for themselves! Still calling me names, and now abusing another customer as well. He's still so far from understanding what the complaint is actually about, I'm actually a little amazed! For all his fancy rhetoric, he's pretty dense.
Potential Customers: BEWARE! Is this type of treatment for making a valid complaint about ineffectiveness and rudeness worth saving 25 bucks a year? Not to me!
I sympathize with his hurt feelings over his misguided belief that this is all about some petty mistake he made. I assure you, it's not. I do believe him that he takes customer service very seriously, but only from a very self-centered perspective, not in the best interest of their actual customers. This company just has too many published complaints for anyone to believe in their commitment to customer service. I'm weary of trying to make him understand what this is about, so perhaps he'll step back a little from his emotional reactions to all this and re-read the sequence of events to understand it. Probably not. | |
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