Comments on: Do Your Homework When Dealing With Customers http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/ I bake games. Indie style. Thu, 16 May 2013 13:23:44 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: over_cloud9 http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/comment-page-1/#comment-139828 over_cloud9 Thu, 01 Apr 2010 05:43:39 +0000 http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/#comment-139828 The problem is with their web forms.It's not that they read the mails.I faced similar problem just a few days back when I went to verify my account after getting my first credit card. Their web form system is horrible,it simply cuts out the previous mail trails or replies when you send a reply to their mails.so here's what I did to confirm my suspicion-I first received 2 to 3 mails to each of my responses by different customer care executives.I got mad and copy pasted the entire conversation of the actual executive who offered some useful suggestions/help within quotes and then typed my actual content.That is the point when I got the proper reply.It was confirmed that their webform system is HORRIBLE and simply doesn't carry forward previous communications of the customer. BTW I love your blog posts and currently I'm reading EACH of your blog posts here.I just can't thank you enough for providing such useful information for indie gamers like us. The problem is with their web forms.It’s not that they read the mails.I faced similar problem just a few days back when I went to verify my account after getting my first credit card.
Their web form system is horrible,it simply cuts out the previous mail trails or replies when you send a reply to their mails.so here’s what I did to confirm my suspicion-I first received 2 to 3 mails to each of my responses by different customer care executives.I got mad and copy pasted the entire conversation of the actual executive who offered some useful suggestions/help within quotes and then typed my actual content.That is the point when I got the proper reply.It was confirmed that their webform system is HORRIBLE and simply doesn’t carry forward previous communications of the customer.

BTW I love your blog posts and currently I’m reading EACH of your blog posts here.I just can’t thank you enough for providing such useful information for indie gamers like us.

]]> By: Juuso - Game Producer http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/comment-page-1/#comment-107779 Juuso - Game Producer Sat, 04 Aug 2007 07:43:47 +0000 http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/#comment-107779 Robert - I have used paypal for years and I've been happy with them (well, their exchange rate sure could be better...). This was just one incident - overall it's been good. Robert – I have used paypal for years and I’ve been happy with them (well, their exchange rate sure could be better…). This was just one incident – overall it’s been good.

]]> By: Robert Duval http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/comment-page-1/#comment-107736 Robert Duval Sat, 04 Aug 2007 03:09:11 +0000 http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/#comment-107736 I've read horror stories from Paypal. I have a main account which I have had for years, but I also want to add another one for accounting purposes...Your story makes me wonder if I should do it or not I’ve read horror stories from Paypal. I have a main account which I have had for years, but I also want to add another one for accounting purposes…Your story makes me wonder if I should do it or not

]]> By: Juuso - Game Producer http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/comment-page-1/#comment-51722 Juuso - Game Producer Sat, 10 Feb 2007 08:22:17 +0000 http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/#comment-51722 @Karja: And I didn't even apologize my misleading title, <a href='http://www.cynicalstuff.com/subsumption-architecture-ai-and-academics' rel="nofollow">like you did</a> ;) Btw... I just received email from yet ANOTHER paypal person: "Mr. Hietalahti, after reviewing your ACH withdrawal status is 'Completed', that means the withdrawal was successful." *sigh* @Karja: And I didn’t even apologize my misleading title, like you did ;)

Btw… I just received email from yet ANOTHER paypal person:
“Mr. Hietalahti, after reviewing your ACH withdrawal status is
‘Completed’, that means the withdrawal was successful.”

*sigh*

]]> By: Karja http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/comment-page-1/#comment-50683 Karja Fri, 09 Feb 2007 10:01:11 +0000 http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/#comment-50683 The use of the word homework in the title really had me confused at first! When I saw it I initially thought that you'd found a correlation between a university course and dealing with customers - maybe some social studies. Then it struck me that you could be referring to customer support you've encountered where the young whippersnappers did their homework while pretending to work, and you ironically insinuated that this was a really good way of handling customers. In retrospect the second interpretation wasn't too far off... The use of the word homework in the title really had me confused at first! When I saw it I initially thought that you’d found a correlation between a university course and dealing with customers – maybe some social studies. Then it struck me that you could be referring to customer support you’ve encountered where the young whippersnappers did their homework while pretending to work, and you ironically insinuated that this was a really good way of handling customers.

In retrospect the second interpretation wasn’t too far off…

]]> By: Juuso - Game Producer http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/comment-page-1/#comment-50626 Juuso - Game Producer Fri, 09 Feb 2007 08:34:59 +0000 http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/#comment-50626 Yep, exactly the same thing. Yep, exactly the same thing.

]]> By: Jake Birkett http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/comment-page-1/#comment-50606 Jake Birkett Fri, 09 Feb 2007 08:11:17 +0000 http://www.gameproducer.net/2007/02/08/do-your-homework-when-dealing-with-customers/#comment-50606 regretably I find most email support to be like that. Also can happen with phone support with big companies as you get passed from pillar to post with no one actually "owning" your problem personally. A recent example is I asked Cahoot (online bank) for a printed statement from Dec 2005 explaining that their online statement system only allows printouts of the last 12 months. They sent me Dec *2006* instead, I politely said thanks but that's the wrong one and explaining again about the 12 month limit. I got a reply saying "sorry we'll send you the correct one did you know you can print statements online blah blah". I replied and said yes I did know that as I just mentioned it in my email to you and I suggested that it may help their customer service if they read customer emails a bit more carefully. The joke is that Cahoot send out a customer service email questionnaire after every enquiry - do these staff members not care what I fill out? regretably I find most email support to be like that. Also can happen with phone support with big companies as you get passed from pillar to post with no one actually “owning” your problem personally.

A recent example is I asked Cahoot (online bank) for a printed statement from Dec 2005 explaining that their online statement system only allows printouts of the last 12 months. They sent me Dec *2006* instead, I politely said thanks but that’s the wrong one and explaining again about the 12 month limit. I got a reply saying “sorry we’ll send you the correct one did you know you can print statements online blah blah”. I replied and said yes I did know that as I just mentioned it in my email to you and I suggested that it may help their customer service if they read customer emails a bit more carefully. The joke is that Cahoot send out a customer service email questionnaire after every enquiry – do these staff members not care what I fill out?

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