3 ms·

> blatant admission that they don't want to talk to you about any issues you have I think that's a little hyperbolic. Companies use noreply because replying to

by 542458 9y ago

> blatant admission that they don't want to talk to you about any issues you have I think that's a little hyperbolic. Companies use noreply because replying to that email is not the correct path for support. If you want support, go through the real support system (which likely has additional features around sorting support requests, paid support, antispam etc). > I would expect it to get an automated response with clear links to helplines/addresses/etc It would be a minor pain for me to set up and keep up-to-date email based auto-reply systems for everything. Most users don't expect such a thing to exist, and it's far easier just go to the website and use the FAQ/Contact us pages there. I do occasionally check the noreply inbox for some services, and I've never once seen anything other than spam or out-of-office notifications in them. It's wouldn't take a ton of effort, but for nearly no reward.

zAy0LfpBZLC8mAC 9y ago
> If you want support, go through the real support system (which likely has additional features around sorting support requests, paid support, antispam etc). In other words: Make it as comfortable as possible for yourelf, fuck your customer. I have one point where I manage my electronic communication that is very well set up for the job, and that is my email client. If you expect me to use your user interface in order to communicate with you, I won't be your customer.
danpalmer 9y ago
If it’s not the right place for support then I think an autoresponder with helpful directions is far more respectful of the customer. However I still think most companies should be able to link it directly to their public customer support address.
nikanj 9y ago
For many companies, it feels like the correct path for support is 1) go away 2) really, please, just go away 3) fine, your blog post got a lot of visibility, I guess we'll take a look.

by 542458 9y ago

zAy0LfpBZLC8mAC 9y ago

> If you want support, go through the real support system (which likely has additional features around sorting support requests, paid support, antispam etc). In other words: Make it as comfortable as possible for yourelf, fuck your customer. I have one point where I manage my electronic communication that is very well set up for the job, and that is my email client. If you expect me to use your user interface in order to communicate with you, I won't be your customer.

danpalmer 9y ago

If it’s not the right place for support then I think an autoresponder with helpful directions is far more respectful of the customer. However I still think most companies should be able to link it directly to their public customer support address.

nikanj 9y ago

For many companies, it feels like the correct path for support is 1) go away 2) really, please, just go away 3) fine, your blog post got a lot of visibility, I guess we'll take a look.