Curebit: Worst Customer Service Ever? • Hacker News Board

Re: Curebit: Worst Customer Service Ever?

#11

Post by schusterfluke » Mon, Nov 05, 2012, 8:56 PM UTC

mhofstadt wrote: post #3

"It's either the best or the worst customer service email I've ever seen." Considering the post, I'm leaning towards "best". Two things about the article: 1) Order of information seemed really backwards. It was like the blog version of Memento. 2) I've never read an article that had so many sentences begin with the word "so". About half by my count. ...soooo, that brings me back to "best customer service email ever".

@mhofstadt: Sooooo, you're right about my use of "so." It's terrible. But I still like the Memento-style ordering...

Re: Curebit: Worst Customer Service Ever?

#12

Post by rogerjin » Mon, Nov 05, 2012, 8:59 PM UTC

schusterfluke wrote: post #10

brianchu wrote: post #6

I think both parties are at fault here. Ryan's first query was fine. It was a total mistake to 1) Send another message (please wait for more than a "few minutes" before getting frustrated and sending another message), and 2) Be completely rude. At the same time, Allan (CEO) should have maintained, like drsim said, a professional, objective tone. Sure, he probably got a kick out of sarcastically tearing down Ryan, but…

@brianchu: I agree. I'm largely at fault. And I'm probably going to take down the post. I was just pissed off at Allan's attitude (especially the condescension), and thought I'd try to get a little revenge. But that's no way to behave. I do apologize. Also, I'm going to stop using the word "So" as often. Also, I'm going to start proofreading my blog posts before I put them live. It's just that it's never really matte…

I think the other commenters are way too harsh on you. While I don't think you really need to apologize in this case, its a classy move regardless.

Re: Curebit: Worst Customer Service Ever?

#13

Post by andys627 » Mon, Nov 05, 2012, 8:59 PM UTC

Integration/onboarding/first time setup pages work much better in my experience when the user can't really do anything until they do the minimum setup.

For curebit, they should focus on making sure to only show that page when the person is ready (probably the case 99% of the time... if someone signs up and puts in CC).

For FaithStreet they wanted you on this page for a reason and put in a bit of effort keeping you there.

Re: Curebit: Worst Customer Service Ever?

#14

Post by codeauthority » Mon, Nov 05, 2012, 9:20 PM UTC

I don't really know how you could expect good customer service to come from someone as arrogant as Mr. Grant.

"@dhh You're right, I don't fully understand it, but honestly would like to. We are a tiny startup - what's wrong with a quick & dirty test?"

Curebit has already been caught in the past stealing assets and designs from 37Signals, and then played it off with the response above.

It seems that laughing things off just happens to be in his nature...

While I think that your blog post is mainly you just whining, I think the response was typical from him. It's apparent now that he is just as arrogant as the day he copied Highrise.

Re: Curebit: Worst Customer Service Ever?

#15

Post by brianchu » Mon, Nov 05, 2012, 9:42 PM UTC

rogerjin wrote: post #12

schusterfluke wrote: post #10

Earlier quoted context omitted.

@brianchu: I agree. I'm largely at fault. And I'm probably going to take down the post. I was just pissed off at Allan's attitude (especially the condescension), and thought I'd try to get a little revenge. But that's no way to behave. I do apologize. Also, I'm going to stop using the word "So" as often. Also, I'm going to start proofreading my blog posts before I put them live. It's just that it's never really matte…

I think the other commenters are way too harsh on you. While I don't think you really need to apologize in this case, its a classy move regardless.

Right. Apologizing is not strictly necessary. But relationships matter; in the long run someone who is able to apologize and keep calm despite others' rude statements is going to be better off.

Re: Curebit: Worst Customer Service Ever?

#16

Post by hnwh » Tue, Nov 06, 2012, 4:54 AM UTC

I really hate when companies act like they're doing you a favor by letting you pay them for services.. The fact that they exude this attitude at such an early stage, and from so high up, marks a bad sign.. If you can't empathize with the pain points of your customers (ESP ones who have already paid you money), then perhaps you should give up the business