3 ms·

> "cant replicate it" Holy shit, if you were providing a service and sent me (a customer) an email like that I'd leave you in a heartbeat. Talk about a "fuck y

by columbo 14y ago

> "cant replicate it" Holy shit, if you were providing a service and sent me (a customer) an email like that I'd leave you in a heartbeat. Talk about a "fuck you". I get customers can be hard but "can't replicate it" translates directly into "find another service provider". Really, if the relationship has moved to this level a canned "We're sorry but we are going to have to terminate this relationship, here's a generous timeline and a few freebies to make us look like the better person" response would have been MUCH better.

kunle 14y ago
> I get customers can be hard but "can't replicate it" translates directly into "find another service provider". Omitted for brevity (as others have pointed out in the comments): we maintained a relationship with the customer long after the exchange. The goal definitely wasn't to get him to "find another service provider" so much as it was to reset the tone. All that being said, clearly my casual response ("can't replicate it") definitely was the wrong thing to do, as I didn't intend it to offend at all.
- ucee054 14y ago
  as I didn't intend it to offend at all What on earth did you think it would do, make him jump for joy? Especially since "it works for me" is standard helpdesk-speak for fobbing people off and closing their issues. It didn't even occur to you to say "Sorry can't replicate it?"
  - kunle 14y ago
    >It didn't even occur to you to say "Sorry can't replicate it?" That would clearly have been the right answer here.
monksy 14y ago
I got the same impression from a 3 word reply. If it was me and with that level of position in the company, I'd ask. "I'm sorry, we were unable to fix the issue. [Ask them a probing question about their environment, or requests for video]." Seems to me, the person left the already frustrated customer with very little else to say.

by columbo 14y ago

kunle 14y ago

> I get customers can be hard but "can't replicate it" translates directly into "find another service provider". Omitted for brevity (as others have pointed out in the comments): we maintained a relationship with the customer long after the exchange. The goal definitely wasn't to get him to "find another service provider" so much as it was to reset the tone. All that being said, clearly my casual response ("can't replicate it") definitely was the wrong thing to do, as I didn't intend it to offend at all.

ucee054 14y ago
as I didn't intend it to offend at all What on earth did you think it would do, make him jump for joy? Especially since "it works for me" is standard helpdesk-speak for fobbing people off and closing their issues. It didn't even occur to you to say "Sorry can't replicate it?"
- kunle 14y ago
  >It didn't even occur to you to say "Sorry can't replicate it?" That would clearly have been the right answer here.

monksy 14y ago

I got the same impression from a 3 word reply. If it was me and with that level of position in the company, I'd ask. "I'm sorry, we were unable to fix the issue. [Ask them a probing question about their environment, or requests for video]." Seems to me, the person left the already frustrated customer with very little else to say.