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Social media shaming, unfortunately, seems to be the fast lane to escalated customer support. Good to know for other Coinbase customers.

koolba 9y ago
> Social media shaming, unfortunately, seems to be the fast lane to escalated customer support. More and more it’s the only lane. > Good to know for other Coinbase customers. Public shaming on a tech forum or social media should never be a viable channel for consumer support. It’s a symptom of the breakdown of all other channels.
dawhizkid 9y ago
Social media shaming as a service seems like it could be a big and profitable business to be very honest.
- fnordfnordfnord 9y ago
  Pitch that at YC this Summer!
- rco8786 9y ago
  There were a few internal projects/hackweeks at Twitter that were effectively this (of course billed as a way for companies to serve their customer better, not a public shaming device) but none of them ever made it into production.
- zitterbewegung 9y ago
  Twitter and HN already serve this purpose. I have used both to do the same exact thing as the author has done here. I actually think that it is part of HN's purpose.
  - dawhizkid 9y ago
    HN is not the masses. The whole point is there's potential to scale the very sort of company shaming that works really well for a niche group of tech workers on HN to everyone.
jdc0589 9y ago
you don't even have to shame Microsoft Azure. Tweeting @azure is legitimately more useful than a Premier Support agreement.
badtuple 9y ago
I support it in this extreme case. But as someone who does tons of all-hands support at companies with _really_ good support, please start with normal channels. Starting out publicly paints you as really aggressive and hard to work with. To diagnose anything complex, and for your own privacy, you'll need to move to email anyway. You'll get good support either way because we're professionals, but there's no need to start any interaction with a middle finger.
paulcole 9y ago
The best way to do it is to come across as totally unhinged. They know you can’t be reasoned with or ignored so they actually have to solve your problem. I’ve done this a handful of times when I’ve gotten the runaround after being polite and following the rules.

koolba 9y ago

> Social media shaming, unfortunately, seems to be the fast lane to escalated customer support. More and more it’s the only lane. > Good to know for other Coinbase customers. Public shaming on a tech forum or social media should never be a viable channel for consumer support. It’s a symptom of the breakdown of all other channels.

dawhizkid 9y ago

Social media shaming as a service seems like it could be a big and profitable business to be very honest.

fnordfnordfnord 9y ago
Pitch that at YC this Summer!
rco8786 9y ago
There were a few internal projects/hackweeks at Twitter that were effectively this (of course billed as a way for companies to serve their customer better, not a public shaming device) but none of them ever made it into production.
zitterbewegung 9y ago
Twitter and HN already serve this purpose. I have used both to do the same exact thing as the author has done here. I actually think that it is part of HN's purpose.
- dawhizkid 9y ago
  HN is not the masses. The whole point is there's potential to scale the very sort of company shaming that works really well for a niche group of tech workers on HN to everyone.

jdc0589 9y ago

you don't even have to shame Microsoft Azure. Tweeting @azure is legitimately more useful than a Premier Support agreement.

badtuple 9y ago

I support it in this extreme case. But as someone who does tons of all-hands support at companies with _really_ good support, please start with normal channels. Starting out publicly paints you as really aggressive and hard to work with. To diagnose anything complex, and for your own privacy, you'll need to move to email anyway. You'll get good support either way because we're professionals, but there's no need to start any interaction with a middle finger.

paulcole 9y ago

The best way to do it is to come across as totally unhinged. They know you can’t be reasoned with or ignored so they actually have to solve your problem. I’ve done this a handful of times when I’ve gotten the runaround after being polite and following the rules.