Agreed neither came off very well. But for the PR guy this should have been a walk in the park to deal with. I used to do customer service at an oversized health insurance company this would have been considered a mild case. You make a note in your outlook (or whatever you use) to check on the situation every once in awhile, send a nicely worded email saying you are personally following the situation and when it is done thanks them for their patience. Sure customers are not always happy but let’s face it the company broke its promise. Instead this PR guy gets his ego on and for that he should be fired. He was unprofessional when he should have known better.
Avenger controller company pisses off gaming community with bad customer support
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Re: Avenger controller company pisses off gaming community with bad customer support
#42Surprisingly Paul Christoforo has also been in Health Care & Realty and has a degree in Culinary Arts... according to his LinkedIn page: http://www.linkedin.com/pub/paul-christoforo/1/295/835
Re: Avenger controller company pisses off gaming community with bad customer support
#43From about five seconds of Google, it looks like the actual product was made by David Kotkin and is considered to be rather significant for disabled users. http://www.ablegamers.com/hardware-news/interview-with-aveng... Paul Christoforo is just some schmuck at the contracted marketing company, because the product was put together by an art teacher trying to make small-quantity disability aids and not someone trying t…
I wonder if anyone at Ocean Marketing and among the people who make Avengers had any idea how Paul Christoforo rolls. Another point towards "trust but check" policy towards your employees.
From the looks of it, Paul Christoforo = Ocean Marketing.
The website [1] lists "Paul@OceanMarketingInc.com" as the only email address, and the bio for the Twitter account "oceanmarketting" has his name and picture as avatar.
Re: Avenger controller company pisses off gaming community with bad customer support
#44I love the part where he tries to get back on Mike (Krahulik's) better side: "Did I feed into his emails a little bit too much yeah ok . But it’s one person dude for real. No disrespect intended for you , My name is good in this industry and I know a lot of people." But then goes off on one when Mike posts a slightly glib "take me off this mailing list"! I agree with FuzzyDunlop, definitely been watching waaay too mu…
His insistence on putting a space in front of punctuation marks alone makes me cringe.
Re: Avenger controller company pisses off gaming community with bad customer support
#45At the risk of taking a potentially unpopular opinion on the subject, I don't think either one of those people come out looking too good. I'm all for doing the whole "CC your formal complaint letter to several outlets in hopes that someone will take notice" approach; My brother taught me about doing this when I was a little kid. He would write letters (this was before the advent of the internet) and note on the botto…
These aren't just 2 random strangers having a discussion, one of them paid the other money and is a customer of the other, that changes the equation. Even if you happen to have the worst, most annoying customer in the world the responsible course of action is to maintain composure. Worst case scenario you provide a refund and refuse to do business with someone.
In this case the "customer service" is non-existent and devolves into a string of personal insults. Granted, the customer responded poorly to that but should customers be expected to respond well in such situations?
Edit: There really aren't any situations where the correct customer service response involves typo riddled malformed sentences packed with personal insults.
Re: Avenger controller company pisses off gaming community with bad customer support
#46At the risk of taking a potentially unpopular opinion on the subject, I don't think either one of those people come out looking too good. I'm all for doing the whole "CC your formal complaint letter to several outlets in hopes that someone will take notice" approach; My brother taught me about doing this when I was a little kid. He would write letters (this was before the advent of the internet) and note on the botto…
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Re: Avenger controller company pisses off gaming community with bad customer support
#47The takeaway seems to be don't let a raging idiot near customers in the first place. There's a second documented encounter with the guy from 6 months ago: http://www.natesnetwork.com/Poor-customer-service
This remnids me of a story last year about an online retailer who was deliberately rude to his customers to get bad press, because it improved his search engine ratings.
http://www.nytimes.com/2010/11/28/business/28borker.html?pag...
Re: Avenger controller company pisses off gaming community with bad customer support
#48Yeah, the inventor David Kotkin is/was a teacher and inventor in Miami Florida, he was actually on local news demoing it. It seems it is being sold by a company called iNcontrol Enterprises LLC. Interestingly, all the press releases up until march 2011 for iNcontrol were done by a florida operation called The HAND Media who seem slightly more legit than Ocean Marketing. Ocean marketing seems to be mainly interested i…
The biz dev guy from n-control is on the case
https://twitter.com/Tatterr
Re: Avenger controller company pisses off gaming community with bad customer support
#49Just love how some people's default is to be a dick instead of just simply saying sorry, we tried and things didn't work out.
Re: Avenger controller company pisses off gaming community with bad customer support
#50Earlier quoted context omitted.
I wonder if anyone at Ocean Marketing and among the people who make Avengers had any idea how Paul Christoforo rolls. Another point towards "trust but check" policy towards your employees.
From the looks of it, Paul Christoforo = Ocean Marketing. The website [1] lists "Paul@OceanMarketingInc.com" as the only email address, and the bio for the Twitter account "oceanmarketting" has his name and picture as avatar. [1] http://oceanmarketinginc.com/Contact-Us.php
I think that's all correct, except for the Twitter account, which I believe was created by another disgruntled customer (Nathan Stansell) a few months ago, following a similar exchange with Paul Christoforo. It looks like Stansell is now retweeting messages related to the new controversy.
http://www.natesnetwork.com/Poor-customer-service
"2:45 am. Created a Twitter account just so i could Tweet a comment and link to Mr Paul Christoforo at Ocean Marketing. @OceanMarketting - Am i still one little person out of Millions sir?"