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I think one of the comments someone left on the blog itself rings true: "Wow, you are a hell customer." I'm willing to bet Squarespace is happy the OP is leav

I think one of the comments someone left on the blog itself rings true: "Wow, you are a hell customer." I'm willing to bet Squarespace is happy the OP is leaving their service, I know I would be if I were in their shoes. Granted, it is a case of bad support, but as Colin mentions, it is likely an issue with an under trained new hire, not a systematic failure.

rmrfrmrf 13y ago
Hmmm smells like the HN misogynists are out again. Someone should really do a sentiment analysis on HN comments based on author gender.
- xauronx 13y ago
  If it helps anything, I came to the same conclusion and didn't realize the author was a female until your post brought it to focus.
  - Ensorceled 13y ago
    Well, it helps that you didn't call her an "egotistical bitch" :-) You can agree that she might be wrong but I think the sentiment is that some of the people that are disagreeing with her are being specifically sexist in their method of disagreement.
- DanBC 13y ago
  She makes a reasonable point. Someone comments "Wow, you are a hell customer. In the future, set a temporary password. They were trying to help you and you have to be a mouthy egotistical bitch. I'm sure they're happy to see you go. As someone in customer support, I'm sure they're happy to see you go. Egotistical hipster bitch." For not wanting to give her password to customer support she is somehow a "mouthy egotistical bitch", a "hell customer", etc. And yet you get down voted for mentioning the misogynist word?
prof_hobart 13y ago
You don't think there's a systemic failure if under-trained new hires are on the front line requesting passwords? If they've not been educated about not doing that, there's a fair chance they aren't going to be too smart around other big security issues either - such as resetting passwords with very little validation of whether it's the genuine customer requesting it or not.
offmango 13y ago
Tough customers, once won over, can prove to be extremely loyal. And in this case, the customer did Squarespace a favor by pointing out a flaw in their customer service approach. Undertraining can in fact be a systematic failure. Unless the customer is causing you a major amount of aggravation or costing you money, you shouldn't be happy to see one go. Also, FWIW, I don't think citing a comment in which the commenter calls the OP an "egotistical bitch" twice is good support for an argument.
- RALaBarge 13y ago
  Totally agree, but if the person who has an issue with your service, their first move is to blog and submit the post to HN, then likely they are going to be a shitty customer to deal with. As for cherry picking that quote from the comments, that is fair. I did not read his sexist diatribe, i just read his opening statement and concurred.
waylandsmithers 13y ago
She is no hell customer. A hell customer would call them up, yell, demand answers, and refuse to hang up until the situation was "fixed" to her liking, threaten to sue and call CNN, etc. Most support agents are probably ok with seeing a staunchly unsatisfied customer simply leave and allow them to help people who want to be helped.

rmrfrmrf 13y ago

Hmmm smells like the HN misogynists are out again. Someone should really do a sentiment analysis on HN comments based on author gender.

xauronx 13y ago
If it helps anything, I came to the same conclusion and didn't realize the author was a female until your post brought it to focus.
- Ensorceled 13y ago
  Well, it helps that you didn't call her an "egotistical bitch" :-) You can agree that she might be wrong but I think the sentiment is that some of the people that are disagreeing with her are being specifically sexist in their method of disagreement.
DanBC 13y ago
She makes a reasonable point. Someone comments "Wow, you are a hell customer. In the future, set a temporary password. They were trying to help you and you have to be a mouthy egotistical bitch. I'm sure they're happy to see you go. As someone in customer support, I'm sure they're happy to see you go. Egotistical hipster bitch." For not wanting to give her password to customer support she is somehow a "mouthy egotistical bitch", a "hell customer", etc. And yet you get down voted for mentioning the misogynist word?

prof_hobart 13y ago

You don't think there's a systemic failure if under-trained new hires are on the front line requesting passwords? If they've not been educated about not doing that, there's a fair chance they aren't going to be too smart around other big security issues either - such as resetting passwords with very little validation of whether it's the genuine customer requesting it or not.

offmango 13y ago

Tough customers, once won over, can prove to be extremely loyal. And in this case, the customer did Squarespace a favor by pointing out a flaw in their customer service approach. Undertraining can in fact be a systematic failure. Unless the customer is causing you a major amount of aggravation or costing you money, you shouldn't be happy to see one go. Also, FWIW, I don't think citing a comment in which the commenter calls the OP an "egotistical bitch" twice is good support for an argument.

RALaBarge 13y ago
Totally agree, but if the person who has an issue with your service, their first move is to blog and submit the post to HN, then likely they are going to be a shitty customer to deal with. As for cherry picking that quote from the comments, that is fair. I did not read his sexist diatribe, i just read his opening statement and concurred.

waylandsmithers 13y ago

She is no hell customer. A hell customer would call them up, yell, demand answers, and refuse to hang up until the situation was "fixed" to her liking, threaten to sue and call CNN, etc. Most support agents are probably ok with seeing a staunchly unsatisfied customer simply leave and allow them to help people who want to be helped.