Comments on: Why Must I Know Someone Who Knows Someone To Get Any Support?

By: Robert Studer

Robert Studer — Sun, 14 Jun 2009 23:02:50 +0000

About two weeks ago, I had my personal email account (rvstuder@gmail.com). Because of a new business I was involved in, I had to get an alternate email account. I applied for and was awarded
a new account. (bobvstuder@gmail.com). The two emails worked OK for about 10 days and then they became unworkable. First it became impossible to forward an email received in either email to the other email address. Now the people who were sending email to rvstuder@gmail but it was coming to bobvstuder@gmail.com. These people had not been advised to use the new email address. If I don’t get these problems straigtened out in the next week, I will have to cancel the emails and go to another company Robert Studer

By: ConcernedOne

ConcernedOne — Thu, 23 Apr 2009 15:08:13 +0000

I completely agree! Right now I have an issue with google email and my blogger account and it’s something that I need to be able to explain and get assistance from a REAL person, not from their FAQ pages, which is basically the ONLY support you can find.

For such a huge company, raking in billions of dollars, how is it possible they have such limited support (by email) and for ONLY VERY SPECIFIC issues??? So, of course, I had to select an issue that was not related to my query, JUST to be able to send SOMEONE an email.

This is BEYOND horrible customer service – it’s NO CUSTOMER SERVICE and that’s enough completely stop using anything related to Google.

By: Mr K

Mr K — Wed, 30 Nov -0001 00:00:00 +0000

I can add to this for you:
* Google AdManager – crap support through some horrible forum system
* OpenX – took over 5 weeks for a sales rep to reply – by which time I’d gone to AdManager
* Facebook – have you ever tried to ask them something?

Companies need to enhance their online customer services. Part of my daily roll is to work with our customer services team to look at ways we can make that customer service more personal, more real, more honest. It works in our favour

By: amy

amy — Wed, 30 Nov -0001 00:00:00 +0000

Twitter has enough money now to hire some off-shore customer support at least. No excuse from Amazon and Google. Google hates its customers – this is a long, well-established fact. Even if you spend $100k per month on adwords – good luck getting them to respond/give a crap about you. I have thought for a long while now that if they keep up this arrogance, as soon as something equally good comes along people will leave Google with a sign of RELIEF

Shame about Amazon though. Twitter’s customer support letter posted on techcrunch today sums up what you’re saying – young, arrogant and goign to shoot themselves in the foot.

By: Ed

Ed — Wed, 30 Nov -0001 00:00:00 +0000

Fred, though generally right, was wrong.

Twitter switched to ZenDesk (and announced it a lot), months ago.
http://help.twitter.com/portal

Best,
@Ed

By: Andrew Warner

Andrew Warner — Wed, 30 Nov -0001 00:00:00 +0000

They hide from their customers. I use jigsaw to get the top people’s phone numbers.

By: centernetworks

centernetworks — Wed, 30 Nov -0001 00:00:00 +0000

I put in a ticket using the ZenDesk - the first ticket I never recevied anything but an initial "we think you asked this" reply... then I submitted another ticket with more information and still nearly a month later no reply.

Twitter has $55 million - It is still amazing to me that they don't bring in a team for 2-3 weeks to clear up the entire queue. Sadly when they keep getting the media attention and tv interviews, maybe they just don't care about me (or you).