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I work in IT which is pretty removed from customer service, but if you send me some details at the E-Mail listed in my profile I could see if I could find someo

by avar 14y ago

I work in IT which is pretty removed from customer service, but if you send me some details at the E-Mail listed in my profile I could see if I could find someone to poke about this if needed. I'll be back at work on Thursday.

gingerlime 14y ago
Thanks avar. Just sent you an email. It's rather encouraging to see someone from IT stepping in to defend their company. It shows a lot about the company. Still hoping for a positive resolution on this one.
mistermann 14y ago
This will only be addressed because this case has publicity. Have you considered that you may have been drinking some kool-aid?
- bryanh 14y ago
  On Christmas the gentleman offered to pass along customer information for a warm intro to a customer service representative. Maybe it helps, maybe it doesn't. It's not his job to troll forums and solve customer problems but yet he still offered. Have you considered you may be a rude and cynical person?
  - mistermann 14y ago
    I know I'm rude and cynical. My point was that he believes his company truly cares in a very big way about these things, when it doesn't. If this particular item gets resolved, it would only be because of the publicity. If he truly believes his company genuinely values customer service, it would be more interesting for him to stick around and explain why the problem doesn't get solved as the complainer tries to work his way through it with no outside assistance. Getting someone to solve a problem from the inside is useful only to the single person with a problem.
- gingerlime 14y ago
  I understand the sentiment, albeit cynical. I would also feel guilty if it means that I got what I want, but most customers will get screwed over, only because this got publicized. That being said, OTAs have to operate in an online world, when complaints such as mine can easily get publicity and it ends up hurting the OTAs business. So the OTA can play whack-a-mole and deal only with the cases that get public attention, or it can realise it's much better off always keeping its customers happy (on both side of the fence). I am hoping that these cases and others help sway OTAs to do The Right Thing (TM), rather than constantly do fire-fighting.
  - mistermann 14y ago
    > or it can realise it's much better off always keeping its customers happy (on both side of the fence). 100% agree. I would suggest that the cost of doing this compared to the small downside of not "making things right" makes it a pretty simple decision. The vast majority of their customers will never, ever read an in-depth article of a problem, or a forum discussion. There is very little economic incentive for them to change anything.

by avar 14y ago

gingerlime 14y ago

Thanks avar. Just sent you an email. It's rather encouraging to see someone from IT stepping in to defend their company. It shows a lot about the company. Still hoping for a positive resolution on this one.

mistermann 14y ago

This will only be addressed because this case has publicity. Have you considered that you may have been drinking some kool-aid?

bryanh 14y ago
On Christmas the gentleman offered to pass along customer information for a warm intro to a customer service representative. Maybe it helps, maybe it doesn't. It's not his job to troll forums and solve customer problems but yet he still offered. Have you considered you may be a rude and cynical person?
- mistermann 14y ago
  I know I'm rude and cynical. My point was that he believes his company truly cares in a very big way about these things, when it doesn't. If this particular item gets resolved, it would only be because of the publicity. If he truly believes his company genuinely values customer service, it would be more interesting for him to stick around and explain why the problem doesn't get solved as the complainer tries to work his way through it with no outside assistance. Getting someone to solve a problem from the inside is useful only to the single person with a problem.
gingerlime 14y ago
I understand the sentiment, albeit cynical. I would also feel guilty if it means that I got what I want, but most customers will get screwed over, only because this got publicized. That being said, OTAs have to operate in an online world, when complaints such as mine can easily get publicity and it ends up hurting the OTAs business. So the OTA can play whack-a-mole and deal only with the cases that get public attention, or it can realise it's much better off always keeping its customers happy (on both side of the fence). I am hoping that these cases and others help sway OTAs to do The Right Thing (TM), rather than constantly do fire-fighting.
- mistermann 14y ago
  > or it can realise it's much better off always keeping its customers happy (on both side of the fence). 100% agree. I would suggest that the cost of doing this compared to the small downside of not "making things right" makes it a pretty simple decision. The vast majority of their customers will never, ever read an in-depth article of a problem, or a forum discussion. There is very little economic incentive for them to change anything.