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Makes total sense. If you buy a subscription for few dollars/month, don't expect a human being to answer your call. Google/Twillio/Sendgrid, whatever the servic
by jbkiv 5y ago
Makes total sense. If you buy a subscription for few dollars/month, don't expect a human being to answer your call. Google/Twillio/Sendgrid, whatever the service, all the same ticketing system and no real answer.
HN crowd looks down on sales reps. But a good sales rep will 1) understand your business 2) will look for ways to match your needs to solutions they offer 3) will be your point of contact when things go wrong.
Sales reps are human beings, treat them well, thank them for their time if you don't buy the fancy/expensive enterprise plan.They'll understand.
Most reps are young college grads that are building a network for life.
You could be a solo SaaS creator and cheap because it is a side gig and your don't have the money. But still make an effort to nurture those little young reps. One day they'll make the phone call to somebody that will remove that account suspension. That will save your business.
- helloworld11 5y agoI've dealt with several web hosting companies that had fully human operators respond very nicely when I had a problem even though my monthly hosting fees were tiny, rarely more than $20 per month. It's not impossible to offer a low cost service and still avoid being an unresponsive piece of shit to clients.
- ChrisDutrow 5y agoYeah GoDaddy and HostGator are like this. Amazon EC2 is not. Also Google treats businesses like this if they have profiles on their maps. A business might rely on their google maps profile for 100k+ in revenue, but they can't get someone from google on the phone to help deal with it. I had someone steal my google maps listing from me and they got away with it because google would not connect with me about it. It was horrible and it was wrong.
- jjav 5y ago> If you buy a subscription for few dollars/month, don't expect a human being to answer your call. For a "few" dollars a month, maybe not. But here the OP said it was around $600/month, so that's a fairly substantial chunk of ongoing spend, just to have zero way to contact someone on the phone on a showstopper problem that needs fixing ASAP. Contrast with more traditional businesses like PG&E or Comcast. Both hated companies for reasons, but even so they are heads and shoulders above these cloud provider companies (google/twilio/etc) in terms of customer support. I spend way less than $600 with each (around $100 for my small office) and yet I can immediately reach a human on the phone if there's any problem with my electric or internet service.