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I'm not sure why a subreddit was acting as a company's customer support in the first place.

toomuchtodo 2y ago
Reddit pitched companies that it was a place to meet the customer where they’re at. Fidelity customer support sits in /r/fidelityinvestments, for example, and this is mentioned both on their website and in the mobile apps.
- satvikpendem 2y ago
  That's all well and good but this doesn't seem equivalent to this Duolingo subreddit where mods and other users were providing support, and I am not sure why they spent so much time acting as unpaid customer support, as they mentioned. It seems like mods self-flagellate on reddit and eventually burn out.
  - mingus88 2y ago
    I’ve answered questions on the internet for decades. I enjoy helping people, especially when it’s about a hobby we share. I would feel the same way if I came to realize that my helpful nature was being abused by a bad acting corporation, and I would refuse to give any more help until I felt it was more equitable. I’m not sure why Duolingo didn’t already have control over their subreddit. This is a bad look for them, and I just signed up for a family plan. Will I get support?
    - satvikpendem 2y ago
      > I’m not sure why Duolingo didn’t already have control over their subreddit. This is a bad look for them, and I just signed up for a family plan. Will I get support? Generally Reddit doesn't like companies owning the subreddit as it's supposed to be more of a community platform.
washadjeffmad 2y ago
Companies like like Google love "Reddit Requests" and pushing support to social media because it lets them skirt fixing their non-existent yet legally mandated customer support, helps them catch and avoid PR threads (before problems go "viral"), they come off looking like benevolent angels for providing selective public attention to solve one person's issue while not having to address systemic problems, and, of course, free labor. After the Pixel launch, Google had this poor guy acting like a customer experience manager for the sub, escalating requests to Pixel team staff, acting as a direct liaison between Support and Engineering, and talking to angry Redditors all day, totally unpaid. When I point blank asked him whether and how this multi-trillion dollar company was compensating him for his very real labor, he had a "but they're my friends" moment before finally realizing they were taking advantage of him. They got a good year out of him, at least. I suggested he sue. A decade on, Reddit are scumbags for not addressing this at the business level, and any company using Reddit Requests is cheating customers out of an official, functional Customer Support experience.
- gaadd33 2y ago
  What customer support is legally required? Just curious since I've had better experience with Google/etc related support than I have with things like most consumer electronics or appliance manufacturers.
  - washadjeffmad 2y ago
    Check your state's consumer rights laws. While there's a general requirement for Customer Support, there aren't universal tests or criteria for effectiveness. There are also different requirements for different industries.

Reddit pitched companies that it was a place to meet the customer where they’re at. Fidelity customer support sits in /r/fidelityinvestments, for example, and this is mentioned both on their website and in the mobile apps.

satvikpendem 2y ago
That's all well and good but this doesn't seem equivalent to this Duolingo subreddit where mods and other users were providing support, and I am not sure why they spent so much time acting as unpaid customer support, as they mentioned. It seems like mods self-flagellate on reddit and eventually burn out.
- mingus88 2y ago
  I’ve answered questions on the internet for decades. I enjoy helping people, especially when it’s about a hobby we share. I would feel the same way if I came to realize that my helpful nature was being abused by a bad acting corporation, and I would refuse to give any more help until I felt it was more equitable. I’m not sure why Duolingo didn’t already have control over their subreddit. This is a bad look for them, and I just signed up for a family plan. Will I get support?
  - satvikpendem 2y ago
    > I’m not sure why Duolingo didn’t already have control over their subreddit. This is a bad look for them, and I just signed up for a family plan. Will I get support? Generally Reddit doesn't like companies owning the subreddit as it's supposed to be more of a community platform.

washadjeffmad 2y ago

Companies like like Google love "Reddit Requests" and pushing support to social media because it lets them skirt fixing their non-existent yet legally mandated customer support, helps them catch and avoid PR threads (before problems go "viral"), they come off looking like benevolent angels for providing selective public attention to solve one person's issue while not having to address systemic problems, and, of course, free labor. After the Pixel launch, Google had this poor guy acting like a customer experience manager for the sub, escalating requests to Pixel team staff, acting as a direct liaison between Support and Engineering, and talking to angry Redditors all day, totally unpaid. When I point blank asked him whether and how this multi-trillion dollar company was compensating him for his very real labor, he had a "but they're my friends" moment before finally realizing they were taking advantage of him. They got a good year out of him, at least. I suggested he sue. A decade on, Reddit are scumbags for not addressing this at the business level, and any company using Reddit Requests is cheating customers out of an official, functional Customer Support experience.

gaadd33 2y ago
What customer support is legally required? Just curious since I've had better experience with Google/etc related support than I have with things like most consumer electronics or appliance manufacturers.
- washadjeffmad 2y ago
  Check your state's consumer rights laws. While there's a general requirement for Customer Support, there aren't universal tests or criteria for effectiveness. There are also different requirements for different industries.