21–30 of 38 posts
What I did once is lookup the financial report of the company, find all the board members and C level execs l, figured out what their email structure looks like (pete.whatever@company.com) and just walked them through my support experience. Then I asked if replacing the HEPA filter in my 5 year old vacuum cleaner should cost 250 Euro, which was more expensive than the vacuum cleaner at the time.
What was the response?
Flip side is the well-known story of when billg actually answered a customer service call: https://www.entrepreneur.com/leadership/that-time-bill-gates...
I was involved in that particular incident, and wrote about it on HN when the story was making headlines. https://news.ycombinator.com/item?id=957936#958365
Earlier quoted context omitted.
I was involved in that particular incident, and wrote about it on HN when the story was making headlines. https://news.ycombinator.com/item?id=957936#958365
Making a big spectacle of doing regular people work, and then normal employees having to go in and actually do it is very in line with my picture of a certain kind of manager. (Your story did not actually come off like this, I just found this a funny interpretation)
Earlier quoted context omitted.
Making a big spectacle of doing regular people work, and then normal employees having to go in and actually do it is very in line with my picture of a certain kind of manager. (Your story did not actually come off like this, I just found this a funny interpretation)
Yeah, it was certainly performative rather than actually serving the customer. My hope at the time was that the STARS knowledgebase would show itself to be slow and overloaded and Bill would realize that it was necessary to invest in upgrading it. Strangely it was faster than I had ever seen it, and it just happened to immediately come up with a plausible answer to Bill's query -- almost like it knew its master's han…
the blog is full of other ways to trick your support cases while not showing at all you deem yourself superior https://devblogs.microsoft.com/oldnewthing/20040303-00/?p=40...
This is a two-for-one: sometimes it is turned on, and sometimes restarting it actually does resolve the problem (at least temporarily) anyway.
the blog is full of other ways to trick your support cases while not showing at all you deem yourself superior https://devblogs.microsoft.com/oldnewthing/20040303-00/?p=40...
On the contrary, Jeff Bezos and Steve Jobs were very customer focused - they listened to customers more so than other big tech companies. You could actually have emailed them and gotten a response (in the case of Bezos a legendary ‘?’ forward to the team). Not sure how apocryphal a tale this is but it does speak volumes to how customer obsessed these companies were.
Jobs responded to email back when he ran a tiny company in an overall much smaller industry with far fewer customers. I'm not sure he was responding so much by the time he had resurrected Apple and the iPhone launched.
the blog is full of other ways to trick your support cases while not showing at all you deem yourself superior https://devblogs.microsoft.com/oldnewthing/20040303-00/?p=40...
> Corollary: Instead of asking “Are you sure it’s turned on?”, ask them to turn it off and back on. This is a two-for-one: sometimes it is turned on, and sometimes restarting it actually does resolve the problem (at least temporarily) anyway.