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If you understood how customer service business runs, you'd know that this is most definitely a systematic failure. I'm shocked how many people on HN seem to th

If you understood how customer service business runs, you'd know that this is most definitely a systematic failure. I'm shocked how many people on HN seem to think that customer service reps act on their own volition. And if Squarespace is really that bold as to allow untrained individuals to handle customer service, the first thing they should be trained on is to NEVER ask for a password. The author of this post is 100% correct in leaving a company she doesn't trust and warning readers that that behavior is entirely unacceptable.

jcc80 13y ago
If you understood how customer service business runs, you'd know that this is most definitely a systematic failure. I'm shocked how many people on HN seem to think that customer service reps act on their own volition. There is no uniform customer service business or uniform training. Having worked in companies with support departments, there is a wide variance. Some are tightly scripted, others are given almost free reign and simply told to resolve issues quickly. edit: of course, password through email is big no-no.
- scrabble 13y ago
  Password through anything is generally a no-no. Your service should have a way of accessing user accounts without their password.
  - erddojo 13y ago
    No. There are plenty of services where your pw is encrypted locally, so your service provider CAN'T access your account to fix something without your password. Many of the cloud storage providers do this. You want your files recovered, you'll have to hand over your pw (or not have the problem fixed).
odonnellryan 13y ago
They probably only get paid $10 an hour: how much training do you think they might have..?
- gruntmaster9000 13y ago
  Not a lot, and that’s the point. If the company can’t dedicate resources to train these people, they aren’t worth sticking with.
  - odonnellryan 13y ago
    Sure thing. But a lot of companies (lots and lots that you still use I'm sure) have little to no support.
    - pdpi 13y ago
      Which is fair enough. As and when you find out that their support sucks, you look for better alternatives. Just because you're still using some other services with crap support, doesn't mean that you shouldn't try to get better alternatives when you do find unacceptable behaviour.
      - odonnellryan 13y ago
        No, I definitely agree. I just wanted to bring attention to the problem: how do you supply support?

jcc80 13y ago

If you understood how customer service business runs, you'd know that this is most definitely a systematic failure. I'm shocked how many people on HN seem to think that customer service reps act on their own volition. There is no uniform customer service business or uniform training. Having worked in companies with support departments, there is a wide variance. Some are tightly scripted, others are given almost free reign and simply told to resolve issues quickly. edit: of course, password through email is big no-no.

scrabble 13y ago
Password through anything is generally a no-no. Your service should have a way of accessing user accounts without their password.
- erddojo 13y ago
  No. There are plenty of services where your pw is encrypted locally, so your service provider CAN'T access your account to fix something without your password. Many of the cloud storage providers do this. You want your files recovered, you'll have to hand over your pw (or not have the problem fixed).

odonnellryan 13y ago

They probably only get paid $10 an hour: how much training do you think they might have..?

gruntmaster9000 13y ago
Not a lot, and that’s the point. If the company can’t dedicate resources to train these people, they aren’t worth sticking with.
- odonnellryan 13y ago
  Sure thing. But a lot of companies (lots and lots that you still use I'm sure) have little to no support.
  - pdpi 13y ago
    Which is fair enough. As and when you find out that their support sucks, you look for better alternatives. Just because you're still using some other services with crap support, doesn't mean that you shouldn't try to get better alternatives when you do find unacceptable behaviour.
    - odonnellryan 13y ago
      No, I definitely agree. I just wanted to bring attention to the problem: how do you supply support?