CEO's should all have 2 hour holds on their email that leaves the office. Whe actively fighting fires, it's easy to say something stupid.
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Should Tumblr care? David Karp tells users who complain to "go away"
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Re: Should Tumblr care? David Karp tells users who complain to "go away"
#12CEO's should all have 2 hour holds on their email that leaves the office. Whe actively fighting fires, it's easy to say something stupid.
I'm not sure Karp is actively fighting fires though... It doesn't look like he's doing much to anyway. If he's not careful those fires will destroy all he has anyway. Besides, he could have retracted what he said but he didn't - if you read the article he reiterated his point in a second e-mail a day later.
Re: Should Tumblr care? David Karp tells users who complain to "go away"
#13Without the original e-mail sent to Tumblr, it's hard to judge the appropriateness of Karp's response. Under most circumstances, it's rude to tell your customers to go away. But if a rare customer behaves abusively—particularly towards your employees or other customers—it may be the correct decision to politely decline their business.
Of course, if lots of your customers are behaving abusively, you've got bigger problems, either with the service you provide, or with the customers you've chosen to serve.
Re: Should Tumblr care? David Karp tells users who complain to "go away"
#14Without the original e-mail sent to Tumblr, it's hard to judge the appropriateness of Karp's response. Under most circumstances, it's rude to tell your customers to go away. But if a rare customer behaves abusively—particularly towards your employees or other customers—it may be the correct decision to politely decline their business. Of course, if lots of your customers are behaving abusively, you've got bigger prob…
In my experience as someone who has paid to appear in Tumblr's Directory a half-dozen times, all downtime has been pro-rated/refunded. Customer support has always been prompt and kind.
Re: Should Tumblr care? David Karp tells users who complain to "go away"
#15It'd be better to just send a canned response. This is going to get picked up here and there and not only highlight that they aren't very nice, but also that they are having stability problems.
People are comparing this to a Jobs response? No way, this is a Tony Hayward territory (and by that, I'm not comparing the oil spill to tumblr's downtime!!)
Re: Should Tumblr care? David Karp tells users who complain to "go away"
#16CEO's should all have 2 hour holds on their email that leaves the office. Whe actively fighting fires, it's easy to say something stupid.
CEO's who aren't responsible enough to use email and represent their team appropriately are easily replaced with a board vote.
Re: Should Tumblr care? David Karp tells users who complain to "go away"
#17Without the original e-mail sent to Tumblr, it's hard to judge the appropriateness of Karp's response. Under most circumstances, it's rude to tell your customers to go away. But if a rare customer behaves abusively—particularly towards your employees or other customers—it may be the correct decision to politely decline their business. Of course, if lots of your customers are behaving abusively, you've got bigger prob…
Just got in touch with William to ask if I could post up the original e-mail in its entirety - and he said that was fine. I've added the original email to the bottom of the article. http://postdesk.com/debates/should-tumblr-care/
Re: Should Tumblr care? David Karp tells users who complain to "go away"
#18Without the original e-mail sent to Tumblr, it's hard to judge the appropriateness of Karp's response. Under most circumstances, it's rude to tell your customers to go away. But if a rare customer behaves abusively—particularly towards your employees or other customers—it may be the correct decision to politely decline their business. Of course, if lots of your customers are behaving abusively, you've got bigger prob…
It appears that the original e-mail has just been posted
Re: Should Tumblr care? David Karp tells users who complain to "go away"
#19Without the original e-mail sent to Tumblr, it's hard to judge the appropriateness of Karp's response. Under most circumstances, it's rude to tell your customers to go away. But if a rare customer behaves abusively—particularly towards your employees or other customers—it may be the correct decision to politely decline their business. Of course, if lots of your customers are behaving abusively, you've got bigger prob…
In my experience as someone who has paid to appear in Tumblr's Directory a half-dozen times, all downtime has been pro-rated/refunded. Customer support has always been prompt and kind.
Remember though that his query wasn't just about the downtime per se, it was about the overall level of service. Intermittent technical issues with features like backup and queuing but to name a few. Anyway - David's response might have been prompt but it certainly wasn't kind was it...
Re: Should Tumblr care? David Karp tells users who complain to "go away"
#20How do you write 1800 words about this, wow.