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Interesting to see the "too little too late" comments on their comments. Proof that 1) no matter how hard you try to apologize and make things right, you can't

by Mark_B 16y ago

Interesting to see the "too little too late" comments on their comments. Proof that 1) no matter how hard you try to apologize and make things right, you can't please everybody and 2) unfortunately, these people are the most vocal.

gizmo 16y ago
Well, they didn't try very hard to make things right. Users revolted, so they caved. That's all there is to it. The "unfortunately these people are most vocal" misses the mark completely -- had they been NOT vocal they would've faced enormous bills or they would have to spend 50 hours trying to migrate to a new system. That's if the data can be exported and imported freely, which is rarely the case. So the customers spent hours comparing the offers of the competition, all the time being frustrated because this jumped on them from nowhere. And then, 2 days later, they hear "Whoops, my bad!". That just doesn't fix the damage, now does it? If a thousand customers each spend 3 hours worrying about what to do, and these numbers are conservative, then you've created 3000 hours of unnecessary frustration. So the damage will exceed $300.000. Just with one ill considered move! Whoops, sorry!
- Mark_B 16y ago
  Before, back when they complained in the first place - that was completely awesome. But to gripe about having wasted time evaluating other solutions? This is something everybody should do. No matter how happy you are using any product, be it software, hardware, utilities, daily transportation, you consider evaluating costs/benefits of a "Plan B".
  - awa 16y ago
    Well, most users would trust the service/company less after such an incidence. Also, not everybody does a evaluation on every service every day. I guess most do a analysis when signing up and would either forget about it until they hear of something cheaper from somebody or do a reevaluation after a fixed period of time like say every 3-6 months. This sudden price change made everybody stop what they were doing and look for an alternative now. And people spent time doing research, brainstorming alternate ideas and some made the switch already and now they say Oops!. This is why they are griping.

by Mark_B 16y ago

gizmo 16y ago

Well, they didn't try very hard to make things right. Users revolted, so they caved. That's all there is to it. The "unfortunately these people are most vocal" misses the mark completely -- had they been NOT vocal they would've faced enormous bills or they would have to spend 50 hours trying to migrate to a new system. That's if the data can be exported and imported freely, which is rarely the case. So the customers spent hours comparing the offers of the competition, all the time being frustrated because this jumped on them from nowhere. And then, 2 days later, they hear "Whoops, my bad!". That just doesn't fix the damage, now does it? If a thousand customers each spend 3 hours worrying about what to do, and these numbers are conservative, then you've created 3000 hours of unnecessary frustration. So the damage will exceed $300.000. Just with one ill considered move! Whoops, sorry!

Mark_B 16y ago
Before, back when they complained in the first place - that was completely awesome. But to gripe about having wasted time evaluating other solutions? This is something everybody should do. No matter how happy you are using any product, be it software, hardware, utilities, daily transportation, you consider evaluating costs/benefits of a "Plan B".
- awa 16y ago
  Well, most users would trust the service/company less after such an incidence. Also, not everybody does a evaluation on every service every day. I guess most do a analysis when signing up and would either forget about it until they hear of something cheaper from somebody or do a reevaluation after a fixed period of time like say every 3-6 months. This sudden price change made everybody stop what they were doing and look for an alternative now. And people spent time doing research, brainstorming alternate ideas and some made the switch already and now they say Oops!. This is why they are griping.