There is an email thread going on here that seems to be a little fucked, depending on your point of view. Since this is my blog, I'll show you my point of view.
From: Jeff Singer [mailto:JSinger@someplace.com]
Sent: Tuesday, November 22, 2005 10:18 AM
To: JonasParker
Subject: FW: You promised!Hi JonasParker,
Your branding logo has not been removed from our product...We paid extra for this...
Jeff
So I forwarded it on to technical support. Keep in mind, if this is a little snarky, I think it is deserved. I went through hoops last week for them AND for the customer.
From: JonasParker
Sent: Tuesday, November 22, 2005 10:18 AM
To: Tech Support
Subject: URGENT
Importance: HighThis has not been taken care of. This is looking very bad.
From: Matt McSnarkum On Behalf Of Tech Support
Sent: Tuesday, November 22, 2005 10:21 AM
To: JonasParker; Tech Support
Subject: RE: URGENTHey JP..
Contrary to what you may think.. We can’t solve all your problems.
If this is a [crap product] account you have to provide Tina with the username to get the branding removed.
Matt.
Und dann, I went into full snark mode:
From: JonasSnarker
Sent: Tuesday, November 22, 2005 10:29 AM
To: Matt McSnarkum
Cc: Tech Support
Subject: FW: URGENTMatt,
First I asked if this was possible. I was told that it was.Second, I provided the information that was required of me, namely the usernames.
Thirdly, I gave this information to support, because it was made very clear to me that I could not interface directly with dev/Sandy anyway.
Next, shouldn’t technical support be interfacing directly with the customer for this very technical problem? Will you be telling the customer that you can’t solve his problem?
Lastly, if you can’t solve this problem, it would have been nice to know at the beginning when I asked before I charged him a 25% premium, so that I would not be saying yes to a customer when the answer seems to be no.
In his own defense, and in my own dismissal,
From: Matt McSnarkum On Behalf Of Tech Support
Sent: Tuesday, November 22, 2005 10:37 AM
To: JonasParker
Cc: Tech Support
Subject: RE: URGENTFirstly.. Yes it is possible but you have to want to help yourself… it goes along way.. take the time to learn who does what.
Secondly.. none of us have seen this request before.. so any usernames you have provide we don’t have… so sending us a scolding email isn’t the way to go.
Thirdly.. really? That’s too bad.
Next… We just don’t have the means to remove the branding on a [crap product] account..
Lastly.. excellent use of italics… really got your point across.
Since then, one of the support people that actually wants to get things done asked me some real questions...that I of course could not answer. I asked him to talk to the customer directly lest I screw things up. If I had time I would go into the roles and responsbilities of sales and support and break this situation down further. But at this point, the customer has been charged but not served, and everyone is pointing fingers rather than solving problems. More later, hopefully, I have a demo to do now.
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