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Your mistake was writing a "two sentence appeal" and expecting it would do anything. Appeal again. But this time, put some real effort into it. Spend more than
by unreal37 8y ago
Your mistake was writing a "two sentence appeal" and expecting it would do anything.
Appeal again. But this time, put some real effort into it. Spend more than 2 seconds on it. Really make it clear that your app does not contain ads and the screenshot is not your app.
- MichaelDickens 8y agoI've never worked in customer service but this seems wrong to me. I would expect that you would be able to communicate more effectively by saying the single core thing you need to say, because the more words you add, the less likely they are to miss that part, or even to not read anything in your message at all.
- derefr 8y agoIf a message is really really important, then you don't make it short and you don't pad it with fluff either. Instead, you say the simple thing you need communicated, over and over again in different ways, together with supporting evidence. Then, anywhere their eyes land on the page, they'll understand your message.
- jschwartzi 8y agoThe job of customer service people is to actually respond to customers. You can't expect your customers to be perfectly clear every time they communicate with you and it is entirely your job to figure out what they really mean before blithely dismissing them. Seeing yet another one of these stories hit the front page of HN is making me want to double-down on removing Google from my life entirely.
- gus_massa 8y agoI agree that the message was too short to be 200% clear (sometimes 100% clear is not good enough). gpm wrote a comment with an alternative hypothetical redaction that I like: https://news.ycombinator.com/item?id=19497131 https://news.ycombinator.com/item?id=19497131