3 ms·

Pretty awesome that the company the OP is complaining about has already posted a comment in reply to the blog post (on the actual blog)... --------------------

by jaryd 13y ago

Pretty awesome that the company the OP is complaining about has already posted a comment in reply to the blog post (on the actual blog)... ----------------------- Darren, You're right, this sucks. Looking into this now and see how this can not happen again. Michael La Rosa CMO at PSD2HTML.com

nemoniac 13y ago
Awesome? Really? Not in the slightest. The CMO just sent him yet another useless, contentless message. If he had any sincerity he would have first looked into it, then fixed it and only then replied to say that he had fixed it already.
- rhizome 13y ago
  "Lookin' to make a blog post on this bro. Keep checking the site, should be updated soon!"
- bcgraham 13y ago
  This is needlessly hostile. Being responsive is good. It's not contentless; he admits their current process sucks.
- jaryd 13y ago
  Not in the slightest? So the CMO gets no credit for acknowledging the mistake? I would be willing to bet that the CMO is not in any sort of position to make the necessary changes to ensure that this doesn't happen again, and so your suggestion is beyond his ability. By acknowledging the customer's frustration he lets the OP know that the company understands that this is an issue, and is now going to make an effort to correct it. In other words, "he has been heard". Obviously, the comment alone is not enough, but it's a vital first step towards high quality customer support, and probably an instructive lesson for anybody in a service business.
- dbalatero 13y ago
  He also posted a longer explanation in the comments which to me seems pretty reasonable. Sounds like in this instance there's a switching cost they are trying to overcome. We've all been there. I think the article's point should definitely resonate for anyone building a new app, and/or anyone with an app that has a lower cost of updating.

3 ms·

Pretty awesome that the company the OP is complaining about has already posted a comment in reply to the blog post (on the actual blog)... --------------------

by jaryd 13y ago

nemoniac 13y ago
Awesome? Really? Not in the slightest. The CMO just sent him yet another useless, contentless message. If he had any sincerity he would have first looked into it, then fixed it and only then replied to say that he had fixed it already.
- rhizome 13y ago
  "Lookin' to make a blog post on this bro. Keep checking the site, should be updated soon!"
- bcgraham 13y ago
  This is needlessly hostile. Being responsive is good. It's not contentless; he admits their current process sucks.
- jaryd 13y ago
  Not in the slightest? So the CMO gets no credit for acknowledging the mistake? I would be willing to bet that the CMO is not in any sort of position to make the necessary changes to ensure that this doesn't happen again, and so your suggestion is beyond his ability. By acknowledging the customer's frustration he lets the OP know that the company understands that this is an issue, and is now going to make an effort to correct it. In other words, "he has been heard". Obviously, the comment alone is not enough, but it's a vital first step towards high quality customer support, and probably an instructive lesson for anybody in a service business.
- dbalatero 13y ago
  He also posted a longer explanation in the comments which to me seems pretty reasonable. Sounds like in this instance there's a switching cost they are trying to overcome. We've all been there. I think the article's point should definitely resonate for anyone building a new app, and/or anyone with an app that has a lower cost of updating.