Brenden_E
Executive Member
Afrihost 101.
How to get a customer to lose it:
Step 1: If a customer asks a simple question, respond with a log. No conclusion, just a log.
Step 2: If the customer comes to a conclusion and asks if the conclusion is correct, respond with a log. Not a yes/no with a motivation. Just a log.
Step 3: After a 15min phone conversation, finally agree with the customer on his conclusion. Say you will speak to a manager and sort it out.
Step 4: Get another support techie to resume the problem in the morning. The trick is to ensure this specific techie has no idea what the problem was, and restart the process from Step 1.
Step 5: Wait till customer starts to lose patience, then respond with a log that has no relevance to the problem.
Step 6: After customer completely loses it, get yet another techie that has no idea what is going on to resume the support. Restart from Step 1.
This actually happened. No kidding. This morning I got to Step 6 after almost 2 weeks of my initial inquiry. Lost it. Afrihost canceled.
Guess it's back to Mweb.
Short rundown of what happened: They left a 5GB capped account to run to 10GB over 2weeks. Yep, 2 weeks after it should have been capped. Now they want me to pay for it.
That's like buying R30 prepaid airtime, Vodacom let's you unknowingly use R60 and then they insist you pay the R30 difference.
It's so little I wont bother to fight them for it any further. After all, they are using the ultimate (level 60) defense. Ignorance. But I wont use them again anytime soon.
How to get a customer to lose it:
Step 1: If a customer asks a simple question, respond with a log. No conclusion, just a log.
Step 2: If the customer comes to a conclusion and asks if the conclusion is correct, respond with a log. Not a yes/no with a motivation. Just a log.
Step 3: After a 15min phone conversation, finally agree with the customer on his conclusion. Say you will speak to a manager and sort it out.
Step 4: Get another support techie to resume the problem in the morning. The trick is to ensure this specific techie has no idea what the problem was, and restart the process from Step 1.
Step 5: Wait till customer starts to lose patience, then respond with a log that has no relevance to the problem.
Step 6: After customer completely loses it, get yet another techie that has no idea what is going on to resume the support. Restart from Step 1.
This actually happened. No kidding. This morning I got to Step 6 after almost 2 weeks of my initial inquiry. Lost it. Afrihost canceled.
Guess it's back to Mweb.
Short rundown of what happened: They left a 5GB capped account to run to 10GB over 2weeks. Yep, 2 weeks after it should have been capped. Now they want me to pay for it.
That's like buying R30 prepaid airtime, Vodacom let's you unknowingly use R60 and then they insist you pay the R30 difference.
It's so little I wont bother to fight them for it any further. After all, they are using the ultimate (level 60) defense. Ignorance. But I wont use them again anytime soon.