7 ms·
Fair point - should have added more context there: the exchange referenced as a small part of a longer multi-part conversation during which we'd been really res
by kunle 14y ago
Fair point - should have added more context there: the exchange referenced as a small part of a longer multi-part conversation during which we'd been really responsive (conversations lasting hours sometimes). We eventually fixed the problem - my contention is merely that a "f*ck you" was neither necessary nor productive towards solving Jon's problem (which we eventually did despite the comment).
- kstenerud 14y agoEven if there was a long conversation leading up to this, the sudden, curt tone of "can't replicate it" would all but guarantee aggravation and insult to the customer (I'd most certainly feel insulted). A more appropriate response would have been "I'm sorry, but we just can't replicate it on our end. We'll keep trying, though."
- kunle 14y ago> A more appropriate response would have been "I'm sorry, but we just can't replicate it on our end. You're totally right. No excuse for the casual tone there.
- ucee054 14y agoFrankly, you deserved what you got.
- rhizome 14y agoAs it turns out, "can't" was also the wrong word to use in the first place.
- kunle 14y agoAgreed.
- walls 14y agoSo, to sum up your comment: "Yes, we were indeed in the wrong, I just thought this was a great reason to make a blog post"
- notahacker 14y agoThat was my thought. "can't replicate it" is an excuse rather than an apology, "fuck you" is still uncalled for, but making a blog post doesn't fix anything for anyone and just looks like whining. It might have looked better a few months later as a humorous addition to a "things people have said to our customer support" list