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How about having a thread where we share things not to do, and which are "anti-fastlane"?
Well, I'll start, if you like it contribute...
1) NOT CARING ABOUT YOUR CUSTOMERS ENOUGH: As I write this, I'm waiting for my host to reply my ticket. They are not prompt, but they are fast, responsive and polite. They listen and address the issue at hand, but...
- it's always the same issue, troubles with FTP transfer, if they were only to look analyze this from time to time,
they'd see my last 10 tickets were about this same issue
- it's always the same solution, we have to go back and forth like 4-5 messages, they ask me "does it works now?" "NO",
"does it works now?" "NO, and then in the end it works, but I've wasted a good part of my day
They do respect their contractual obligations and solve every ticket, but they don't seem to care enough about my happiness, as a customer. I wonder will they be surprised when I cancel the service, and I bet they'll offer me something to stay, like some discount, free month or better package - and I don't want any of these, I just want FTP transfer to work, as clearly communicated in 10 tickets.
Well, I'll start, if you like it contribute...
1) NOT CARING ABOUT YOUR CUSTOMERS ENOUGH: As I write this, I'm waiting for my host to reply my ticket. They are not prompt, but they are fast, responsive and polite. They listen and address the issue at hand, but...
- it's always the same issue, troubles with FTP transfer, if they were only to look analyze this from time to time,
they'd see my last 10 tickets were about this same issue
- it's always the same solution, we have to go back and forth like 4-5 messages, they ask me "does it works now?" "NO",
"does it works now?" "NO, and then in the end it works, but I've wasted a good part of my day
They do respect their contractual obligations and solve every ticket, but they don't seem to care enough about my happiness, as a customer. I wonder will they be surprised when I cancel the service, and I bet they'll offer me something to stay, like some discount, free month or better package - and I don't want any of these, I just want FTP transfer to work, as clearly communicated in 10 tickets.
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