Customer Support Doesn't Have to Suck • Hacker News Board

Re: Customer Support Doesn't Have to Suck

#11

Post by tekkub » Thu, Sep 08, 2011, 3:32 AM UTC

mvanveen wrote: post #10

Having done support for my own startup, and now that I'm working at a startup where support is make for break for us, I totally agree with the pov of this post. But, ironically, I don't see any clear indication that GitHub sticks to this culture. Every ticket or question I've sent in to GitHub support has been met with hostility. I submitted my third such ticket just this last week, a follow-up to an issue I had a da…

I'm sorry you feel my replies were hostile, but I don't really understand why. Here's the timeline of your two emails:

September 02, 2011 @ 09:49 PM you opened the initial bug report

September 03, 2011 @ 08:06 PM you opened the second

September 03, 2011 @ 08:45 PM I responded to the first (we work from the oldest to newest). This was my reply:

> Thanks for the report. This is a known issue, we have a ticket open to get it fixed.

I continued to work through our inbox, 20 minutes later at September 03, 2011 @ 09:04 PM I hit your second ticket. That was for the same issue, with a little extra info. I replied with:

> As I noted in the other thread, this is a known issue, we have a ticket open.

I honestly don't see how these replies were hostile in any way. I thanked you for the report, I told you we had a ticket open to fix it, and then I acknowledged the second one so you'd know that we received it.

I'm open to any suggestions on how you'd have handled this differently.

Re: Customer Support Doesn't Have to Suck

#12

Post by mvanveen » Fri, Sep 09, 2011, 12:50 AM UTC

tekkub wrote: post #11

mvanveen wrote: post #10

Having done support for my own startup, and now that I'm working at a startup where support is make for break for us, I totally agree with the pov of this post. But, ironically, I don't see any clear indication that GitHub sticks to this culture. Every ticket or question I've sent in to GitHub support has been met with hostility. I submitted my third such ticket just this last week, a follow-up to an issue I had a da…

I'm sorry you feel my replies were hostile, but I don't really understand why. Here's the timeline of your two emails: September 02, 2011 @ 09:49 PM you opened the initial bug report September 03, 2011 @ 08:06 PM you opened the second September 03, 2011 @ 08:45 PM I responded to the first (we work from the oldest to newest). This was my reply: > Thanks for the report. This is a known issue, we have a ticket open to g…

Hey tekkub,

Intonation and meaning is lost over the Internet, which is often frustrating. I think this is exactly that kind of incident.

From my pov, when I come to a person about an issue and they respond with "as I noted in the other thread..." it can come across as somewhat gruff and dismissive. I totally get quickly clearing out a ticket and dealing with it simply, but the brevity and tone of the response made me unsure about how I flagged the issue. I immediately wonder if I've frustrated the support guy by giving him further information about the issue. It's certainly an inconvenience to get a dup, perhaps the support guy doesn't welcome updates on tickets? I'm left to wonder whether I've overstepped by supplying more info, and worse, I have to question if GitHub support cares about my response or if it's just been put in the bug bin of despair.

So, all things considered, you guys are doing fine, but maybe are thinking like devs rather than support people. Perhaps that is appropriate for GitHub: devs are your target market. Actually, my biggest beef with your support so far is I never was able to clear out a question about image linking in markdown files in a GitHub repo. Right now everyone in my startup has to add raw blob link to every single link, and this just seems like the wrong pattern. Why should I have to prepend https://github.com/.../../blob/master/.../images/IMAGE.jpg?r... for every image I want to link in our flat file wiki? The last communication I had on the issue was never answered, so as far as I can tell, this is the only way to get images to show up in markdown files...

Re: Customer Support Doesn't Have to Suck

#13

Post by [deleted] » Fri, Sep 09, 2011, 2:06 AM UTC

mvanveen wrote: post #12

tekkub wrote: post #11

Earlier quoted context omitted.

I'm sorry you feel my replies were hostile, but I don't really understand why. Here's the timeline of your two emails: September 02, 2011 @ 09:49 PM you opened the initial bug report September 03, 2011 @ 08:06 PM you opened the second September 03, 2011 @ 08:45 PM I responded to the first (we work from the oldest to newest). This was my reply: > Thanks for the report. This is a known issue, we have a ticket open to g…

Hey tekkub, Intonation and meaning is lost over the Internet, which is often frustrating. I think this is exactly that kind of incident. From my pov, when I come to a person about an issue and they respond with "as I noted in the other thread..." it can come across as somewhat gruff and dismissive. I totally get quickly clearing out a ticket and dealing with it simply, but the brevity and tone of the response made me…

[deleted]

Re: Customer Support Doesn't Have to Suck

#14

Post by tekkub » Fri, Sep 09, 2011, 2:24 AM UTC

mvanveen wrote: post #12

tekkub wrote: post #11

Earlier quoted context omitted.

I'm sorry you feel my replies were hostile, but I don't really understand why. Here's the timeline of your two emails: September 02, 2011 @ 09:49 PM you opened the initial bug report September 03, 2011 @ 08:06 PM you opened the second September 03, 2011 @ 08:45 PM I responded to the first (we work from the oldest to newest). This was my reply: > Thanks for the report. This is a known issue, we have a ticket open to g…

Hey tekkub, Intonation and meaning is lost over the Internet, which is often frustrating. I think this is exactly that kind of incident. From my pov, when I come to a person about an issue and they respond with "as I noted in the other thread..." it can come across as somewhat gruff and dismissive. I totally get quickly clearing out a ticket and dealing with it simply, but the brevity and tone of the response made me…

Thanks for the feedback. We try to at least get a reply to everyone, could you forward me the email so I can see if I can find it? tekkub@github.com