311–320 of 453 posts
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If you operate a business in the Internet age and delude yourself that customers are required to have decorum, you are in for a rude shock, sooner than later.
You can require your customers to show decorum if you choose.
If you've already sold them the product, you really cannot do this.
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Calling a product a piece of shit is perfectly acceptable behavior, it often is a reasonable and accurate opinion about a product and definitely meets the standards of the "level of decorum" expected for customer product reviews. Customers shouldn't be absolved of having a minimum level of decorum, but that minimum is at the level of (a) personal insults at specific people ("Bob in customer support is a piece of shit…
No, I'm sorry, that is not perfectly acceptable behaviour. It's not illegal - but it's also not helpful, or constructive, and nor is it desirable if you're trying to build a helpful community. There are other ways of getting your point across, without resorting to insults such as "piece of s*it". In Chinese, we might call this 家教 - or "upbringing". If you have no decorum, or class - it suggests that your upbringing w…
No, you don't get it. From a business perspective expecting good behavior from customers is just plain stupid. It's not customers' fault if they don't understand something and don't take time and effort to deal with your product and just call it shit, they are human after all. You can't defeat human nature. But you can try to understand it and at least be prepared to deal with it and minimize a negative impact on your business.
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There's a really easy solution to this. Don't buy junk you don't need sold by people who don't care. Who convinced you you needed it in the first place? That's probably a bigger source of noise pollution...
I want (in fact, I need, because of my sensitivity to CO2 levels) a nicely working CO2 sensor in my room. I tried a few cheaper options, but they didn't work as reliably. I did my research, and it was either NetAtmo or some industrial-grade sensors, more expensive and ugly.
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"Your unit ID 2f0036... will be denied server connection" The Garadget device, not the customers phone! I never mentioned a phone, did I?
Sorry confusion on my part, the guy mentions his iphone app not working and the dev answer that the device is banned. My bad. Anyways, device is not disabled as in bricked, it's blacklisted on the server side of thing.
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It is not that simple. Do you remember one of those bear toys that were sending the recordings of their conversations with children to an exposed MongoDB instance? I bought one of them for my daughter a few months before. And I am a software engineer who knows what an exposed MongoDB instance is. My voice and my daughter's voice are now in the leak. Thankfully, the toy was only used with my supervision, so I know wha…
There's a really easy solution to this. Don't buy junk you don't need sold by people who don't care. Who convinced you you needed it in the first place? That's probably a bigger source of noise pollution...
Reading this, I have empathy for the developer. There is a small subset of customers that will give you a bad review at the drop of a hat because they know it hurts you. They're poison. Finally one of these people got some tiny payback.
Who here hasn't thrown a tantrum on Yelp?
I'm pretty surprised by the comments here on decorum and civility. The customer called the product a "piece of shit" - yes he used bad language, but he's criticising the product itself. An object. The rep. directly insulted the customer's character (saying he had "poor impulse control" and was throwing a "tantrum"). Is this another example of American tendencies to be extra sensitive about "profanity" or am I missing…
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> the customer is always right This is a useful perspective to take if you're in sales. For a support engineer, not so much. When I did Tier 1 for credit cards, the mantra everywhere invoked was instead: "The customer is not always right, but is always deserving of respect." Which has always struck me as a much more balanced and sensible attitude to take, when the objective is to solve a problem. Sometimes that probl…
> This is a useful perspective to take if you're in sales. For a support engineer, not so much. When I did Tier 1 for credit cards, the mantra everywhere invoked was instead: "The customer is not always right, but is always deserving of respect." If you're going to split hairs to that degree I would absolutely expect you to notice that the customer called the product a piece of shit, not the support engineer.
In the course of a year and a few months spent doing credit card Tier 1, taking on average about 150 calls per day, I dealt with a lot of people. A very few of them were indeed just assholes, of the sort who'll open with "your product is a piece of shit" just because that's their attitude in general. They were easy to identify, but hard to work with. A vastly greater number were instead moved to unusually assholish behavior out of frustration with the situation in which they found themselves. Given a touch of professionalism, they were easy to identify, too, and easy to work with as well once given the opportunity to vent some of their ire and settle down enough to behave rationally again.
Perhaps the customer in this case is just an asshole. But my experience, which is not inconsiderable, shows that that is extremely improbable. Given, as I mentioned before, a touch of professionalism on the part of the support engineer, I see no reason to doubt that this situation could have been brought to the same sort of mutually successful outcome which I so often produced in my time wearing a headset all day. Instead, the engineer has succeeded only in producing a PR nightmare for his company, and I hope also in getting himself fired for cause. (I would! On the spot, in a heartbeat. Just as, in any of the several customer-facing roles I've had, such incredible behavior on my part would certainly have incurred the same response.) I fail to see how such an outcome has any utility for anyone involved - the customer's still stuck with the same broken product he started out with, and the company's out both money and reputation, too. I'd be fascinated to see how anyone could argue that that's a reasonable expenditure to buy a mean and fleeting little moment of satisfaction for one support engineer.
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Ryanair only succeeds because my tolerance for "fuck you" is more than my tolerance for expensive flights. The moment I have a cheap alternative, I'm never touching Ryanair again, and sometimes not even then.
My tolerance for Ryanair is zero… I won't give my money to a business that treats me like shit