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> "the paying users are almost invariably polite and efficient while the free users can be really quite...hard to help. "YOUR SHITS BROKE FIX ASAP" is my favori
by nightpool 5y ago
> "the paying users are almost invariably polite and efficient while the free users can be really quite...hard to help. "YOUR SHITS BROKE FIX ASAP" is my favorite password reset request"
I wonder if part of the issue is that paid users feel more confident in getting their concerns taken seriously, while free users feel (perhaps unconsciously) like they have to exaggerate the problem and shout to be heard? I can see that as a very natural learned behavior for modern users.
- Doches 5y agoI hadn't thought of that as "natural learned behavior" but I think you're definitely on to something there. I'm not sure when, but sometime in the last decade I internalized the lesson that the best way to get through an automated phone system is to scream profanities or mash buttons on my phone until I'm redirected to an actual human: a mode of social interaction that I would be _mortified_ to engage in in literally any other situation. But I must have learned to do that because it gets results, or at least gets me to the humans faster. I guess what frustrates me as a human on the other end of that interaction is the assumption that you need to raise exaggerated hell to even reach my notice. I want to help! But folks are conditioned to expect the opposite, I guess.