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Ask HN: What companies have blown you away with their customer support?

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Re: Ask HN: What companies have blown you away with their customer support?

#141

Post by felurx »

I made another comment already, but also: Uberspace!

They're a shared hoster with a pay-what-you-want/can model. They have pretty solid documentation for most things one could care about. I had some problems a few times (which were all caused by me doing something wrong), and whenever I had to email them I got a helpful and friendly reply within a short time. They always helped me fix the issues, even if it was my fault and/or took a few steps to properly diagnose. They also have a blog where they share some behind-the-scenes info, which is always interesting.

Re: Ask HN: What companies have blown you away with their customer support?

#142

Post by jjice »

Vanguard. Generally speaking, the brokerages I've had to interact with have been solid, but Vanguard is my primary and they're great.

Super polite and helpful over the phone and I've never run into a situation where you get tossed around from rep to rep.

I had contributed to a Roth IRA but then my income changed and I realized I wasn't able to contribute to a Roth for the year. The customer support took care of _everything_ over the phone and described the "recharacterization" process. He even explained how to go about a backdoor Roth IRA on their platform as well as the pitfalls.

Same great experience having to deal with roll overs as well.

Re: Ask HN: What companies have blown you away with their customer support?

#143

Post by eszed »

riansanderson wrote: post #41

Sonic, my local ISP in Northern California https://www.sonic.com/ Tech support people are knowledgeable, pleasant, available, and solve any problems I’ve had. Such a contrast to cable companies or wireless providers

Scanned the whole thread to find this and if I hadn't, I'd have posted it myself. Hard agree.

We use them at every one of our business locations - even the ones where they don't own their own infrastructure. There, they re-sell AT&T's ADSL (which, um, is terrible, but sometimes all we can get), and whatever premium they charge is worth it 100x because they are an interface layer between us and AT&T's monumentally awful customer service.

They are beyond fantastic.

Re: Ask HN: What companies have blown you away with their customer support?

#144

Post by column »

RecycledEle wrote: post #129
pedalpete wrote: post #127

Earlier quoted context omitted.

I'm not sure I understand what you mean? Can you elaborate?

Colum means that at the for-profit company, the support people are probably given a KPI (key performance indicator) of answering X calls per hour. That rushes them so they do not really help anyone.

Exactly

Re: Ask HN: What companies have blown you away with their customer support?

#148

Post by mrtnmgs »

silverlake wrote: post #47

Baratza coffee grinders. They have a well-deserved reputation in the coffee community for excellent customer service. They sell replacement parts at very reasonable costs. I’ve sent them pictures of my disassembled grinder and they diagnosed and sent out parts immediately.

I wrote them a love letter a few years back after being amazed by their customer service. They asked me if they could put it on their site, not sure if they did...

Re: Ask HN: What companies have blown you away with their customer support?

#149

Post by firesofmay »

ashton314 wrote: post #76

ZSA. ( https://zsa.io ) they make keyboards like the Moonlander, Ergodox EZ, and now the Voyager. I once reported a bug in their online keyboard configurator. About an hour later I got an email from one of their developers asking me to send him a link to my config. Another hour went by and I got an email saying that he had found the bug and pushed a fix. Later, when I had a power module failure, I emailed support for…

Wow these keyboards look amazing! Thanks for sharing!

Re: Ask HN: What companies have blown you away with their customer support?

#150

Post by Breza »

pedalpete wrote: post #39

Delaware Tax Office. No joke. I'm not sure what systems they have in place there. I was telling my co-founder about my experience with them just yesterday, and my experiences have taken place over about 2-3 years, but I've had no contact with them in probably 4-5 years. Every call, the call center people were knowledgeable, friendly, helpful. It was a pleasure to call them (which is not what I expected at all). I rem…

Some government agencies really get it right. Strange as it sounds, I've always had positive interactions with the Secret Service. I've worked events where the president spoke, and I used to live next door to an embassy, so they patrolled the block more often than the local police.
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