Customer Service Snafu

[Glyfair]

And Nifft, I’m not suggesting that the proper response would have been to blow smoke up someone’s backside but it would have been far more appropriate to acknowledge the response with something more civil like “thank you for the feedback.” Instead, it came across as a “how dare you question our site design. Something is obviously wrong with you because EVEYRONE else likes it BUT you.” No, not his words but certainly what I took from the comments. And then to continue trying to justify the original response! The guy didn’t even have the common sense to just let it go, smile and move on.

I agree with this. Particularly his comment, "I am not sure what are you are looking at." That really implies "because there isn't anything that you're describing."

 

[Kid Charlemagne]

Yeah, it was not a particularly good reply. Not horrible - just not good. The last line of the first paragraph, and the entire last paragraph of the intial reply were not helpful at all, and would only serve to annoy an apparently loyal customer. His reply to the followup email should have been something along the lines of saying "I'm sorry, I certainly didn't mean it that way" and ending the exchange there, rather than, as others have pointed out, trying to win the conversation.

I didn't see a lot of sarcasm, or massive impoliteness, but he could have done a lot better. When you're dealing with a customer, you need to match their expectations in order to make a positive impression.

And I've been in customer service (essentially) for the past four years. Being nice isn't the same thing as blowing smoke.

 

[mac1504]

I find it really interesting that so many believe that his response was ordinary and acceptable business practice.

I don't think anyone that disagreed with you on the tone of the email was stating that they thought it was an acceptable business practice. I for one did not read any sarcasm in the email, but I certainly don't think the way in which he replied was conducive to retaining a loyal customer.

Vote with your dollars if you don't like how he runs a business.

 

[Argonel]

I would probably use the word condecending instead of sarcastic, but it looks like the general consensus, which I agree with, is that he was being somewhat unprofessional. I think previous posters have performed a good analysis of the probable reasons.

 

[twofalls]

I would probably use the word condecending instead of sarcastic, but it looks like the general consensus, which I agree with, is that he was being somewhat unprofessional. I think previous posters have performed a good analysis of the probable reasons.

I agree, sarcasm wasn't the correct word, and please note that my quote in the post above was placed early on in this thread after several folks had dismissed the conversation as being no big deal and only one person had voiced support. The majority of posts afterwards have been basically in accord with my take on it. It's not a ground shaking issue, I was mostly impressed by it because of my wife. But in thinking on it I realized it really is an example of poor CS. I've been in technical support (in fact I used to work for Yancey_Slide) for over eight years, and sales for a year more after that. In both those positions CS was a large aspect of my duties so I notice when I recieve bad service.

 

[Andor]

I didn't see sarcasm or hostility. I saw defensiveness on the part of ADB. Now while it's perfectly true that a defensive response is poor work from a customer service rep, you were not talking to a customer service representative. You were talking to one of 4 or 5 guys who are the company, and are deeply invested in it.

Having seen the old site, I will tell you that anyone familiar with it can only see shining glory in the new website. It was no doubt a major investement on their part in both time and money and they are no doubt (justifiably) proud of the change.

Does that excuse hostility towards a customer? No, but I don't think they were being hostile. Was it good professional customer service? No, but it wasn't outright bad either, and it wasn't from someone who is a true customer service representative.

I do think in the later replies he was honestly trying to apologize for any rudeness, but was still being defensive and thus missed the mark a bit.

Why am I defending him, and what is my point? I suppose it's just that ADB is a tiny company made of gamers instead of a corporation full of professional whatevers and thus I'm inclined to cut them some slack.YMMV

 

[Teflon Billy]

I didn't see a problem with the e-mails.

So it wasn't the letter-perfect customer service reply. To be honest, I'd be glad to get that tone and type of reply instead of a phony, practiced "Thank you for e-mailing blah-blah-blah" CorpSpeak that is just practiced non-answer answers and boilerplate replies.

It was honest, conversational, a shade defensive (but not excessively so), and it is a small business that is probably used to a fairly close relationship with its fans. Also, since it is a small company, a big website overhaul is probably a big deal to them.

Bingo

 

[fanboy2000]

You certainly have good reason to be proud of your wife.

While I find his emails unprofessional, I do find the whole exchange the most polite example of two people calling each other rude.

 

[RandomPrecision]

I think the last time I tried a customer service e-mail, the person asked if I had been smoking weed, so your experience seems generally pleasant.

 

[Darth K'Trava]

I think the last time I tried a customer service e-mail, the person asked if I had been smoking weed, so your experience seems generally pleasant.

You weren't?

Too bad you didn't have their name to report them to their boss...