4 ms·
Pro tip when dealing with this level of ineptitude is to cold email a few execs (guess their email from linkedin). Normally the problem will filter down to some
by ranman 11y ago
Pro tip when dealing with this level of ineptitude is to cold email a few execs (guess their email from linkedin). Normally the problem will filter down to someone with the intelligence to calmly read through the thread and diagnose the issue. Frontline support at many customer facing SV companies are not correctly trained to escalate and technically troubleshoot. Developer support tends to be a lot better.
- DavidAdams 11y agoThis is a time-honored technique. Consumerist coined the term "Executive Email Carpet Bomb." http://consumerist.com/2007/05/11/how-to-launch-an-executive-email-carpet-bomb/ http://consumerist.com/2007/05/11/how-to-launch-an-executive...
- pla3rhat3r 11y agoThis tip is the equivalent to "Dial 0 when you reach an IVR." Having been in Support in the past I can tell you there is nothing worse than having someone email some random Exec because you're not getting anywhere with Support. While I'm not trying to defend what happened here, I can certainly empathize. I liken to someone who has worked as a Waiter/Waitress. When they go to a restaurant they'll have more empathy for someone than someone that hasn't done that job. But yeah, they should have noticed what the problem was in a better way and, if things were escalating, either pass it off to someone else or let their Manager know things we getting heated. If you really want a "pro tip" about Support, ask your Rep to inform their Manager. If things aren't going well you have every right to keep going up the chain of command. If that doesn't work, keep going. Somehow you'll reach the right Exec instead of just guessing.