> As the Co-founder of a statup that has dealt directly with situations like this in the past, I don't see much wrong with how the situation was handled.
If I saw a service I use unreasonably lock someone's account I'd be concerned for my own. The customer was totally justified in asking their questions, ironically merely seeking assurance for their site.
Instead of telling the customer what they could they imply that it's the customer's fault for even asking because it could involve secret data, and they ridicule the customer for caring - as if they should have just known to shut up and hurry away.
> You wouldn't expect a restaurant owner to put up with a rude and insulting customer being a dick to restaurant staff, so why should any other service have to put up with it?
At a minimum I would expect them to provide the food to-go, and at a discount reflecting the changed nature of the service provided, or to refund the purchase price. That the customer's site and backups got irrevocably nuked doesn't fit into the restaurant analogy at all but just goes how "careless" they are with what could be your data.
However, I would like to call attention to this needless concern trolling. A "dirty word" is not a knife, and is actually a reasonable response to PR shit and corporate excuses.
> Some customers just aren't worth the hassle they put out PERIOD. I don't give a shit if you're willing to pay me $9.99 a month, if you purposely go out of your way to insult myself or a member of my team, you don't gain the benefit of using our product, end of story.
This is a service you provide, if you can't be bothered to do it well don't hide behind your fear of rudeness to dodge complaints.
> "Purposefully go out of your way"
Yes, as if the customer scheduled "Go bug a legit company for no reason".
Comments
> As the Co-founder of a statup that has dealt directly with situations like this in the past, I don't see much wrong with how the situation was handled.
If I saw a service I use unreasonably lock someone's account I'd be concerned for my own. The customer was totally justified in asking their questions, ironically merely seeking assurance for their site.
Instead of telling the customer what they could they imply that it's the customer's fault for even asking because it could involve secret data, and they ridicule the customer for caring - as if they should have just known to shut up and hurry away.
> You wouldn't expect a restaurant owner to put up with a rude and insulting customer being a dick to restaurant staff, so why should any other service have to put up with it?
At a minimum I would expect them to provide the food to-go, and at a discount reflecting the changed nature of the service provided, or to refund the purchase price. That the customer's site and backups got irrevocably nuked doesn't fit into the restaurant analogy at all but just goes how "careless" they are with what could be your data.
However, I would like to call attention to this needless concern trolling. A "dirty word" is not a knife, and is actually a reasonable response to PR shit and corporate excuses.
> Some customers just aren't worth the hassle they put out PERIOD. I don't give a shit if you're willing to pay me $9.99 a month, if you purposely go out of your way to insult myself or a member of my team, you don't gain the benefit of using our product, end of story.
This is a service you provide, if you can't be bothered to do it well don't hide behind your fear of rudeness to dodge complaints.
> "Purposefully go out of your way"
Yes, as if the customer scheduled "Go bug a legit company for no reason".