Wednesday, October 31, 2012

how not to help a customer at tech support

After a really bad experience by a customer,decide to document it here.


ticket
customer original message
Subject  llers.org dns mgmt panel error (customer states incorrect domain)

Dear Sir,

cannot access llers.org dns mgmt panel error.
screen shot attached (screenshot has the q company dns panel)
note :- (customer mistake in giving an incomplete domain should  be thellers.org)
error msg

    Error Message: An unexpected error has occurred - please re-try the action.

    If you repeatedly encounter this error message, please contact our Support team with the URL in the address bar and the steps performed when you encountered the error message.

    Please file a support request with the entire error message

    http://dns.bll.myorderbox.com/dnsbox

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reply 1 tech 1
Kindly note the domain llers.org is not under our panel . Kindly check the below url for details.

http://network-tools.com/default.asp?prog=express&host=llers.org


R Gadiga
Team Q

Mistakes by tech 1 

  1. Does not check customers list of domains
  2. does not read the whole email
  3. does not check the screen shot supplied
  4. only replies based on the subject of the email


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reply 2 tech 2


Hello

As already updated to you that the domain is not registered with us nor the hosting for the domain is pointing on any of our server. hence request you to contact the authoritative service provider of the domain . For further more details on the same we request you to check the below URL.

http://network-tools.com/default.asp?prog=express&host=llers.org


A Pujari
Team Q




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customer mistake :- being under duress of their site down ,customer fails to see that tech support were only reading the subject line.


hello
the problem was with the dns mgmt panel error which is on q
domain purchased from q

Please file a support request with the entire error message

http://dns.bll.myorderbox.com

the error is  on .dns.bll.myorderbox.com located  on

http://manage.q.com/servlet/CustomerIndexServlet?redirectpage


As already updated to you that the domain is not registered with us nor the hosting for the domain is pointing on any of our server.

kindly check the screenshots and let me know if the domain is not registered with you

I had sent the screenshot in the first email. was the screenshot checked?
this  mail is about the error in the q foundationapi panel

regards


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reply 3 tech 3



As already updated to you twice that the domain is not registered with us nor the hosting for the domain is pointing on any of our server. hence request you to contact the authoritative service provider of the domain . For further more details on the same we request you to check the below URL.

http://network-tools.com/default.asp?prog=express&host=llers.org




A Saha
Team Q


Note tech 3

  1. talks down to the customer ,reminding the customer the previous two resolutions are correct
  2. does not check all the screenshots
  3. does not read the details of the customer issue
  4. does not check the domains in the customer account
  5. bases his reply purely on the previous techs deductions
  6. does not read or reply to queries in customer mail

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reply 4 tech 4

Hello,

We have checked and found that earlier you were talking about llers.org, In your last reply only you mentioned about your domain thellers.org which is registered with us, As you said you are facing some problem while doing some dns management setting.

If possible kindly let us know what changes you want to do so we can do it from our side if your are facing any problem.

Kindly check and revert for further assistance.

A Ansari
Team Q
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phone call and escalation to l2 tech

As per our discussion the DNS management service for the domain thellers.org is working fine (now), it seems there might be temporary issue for the same. Request you to check and revert if still facing the same issue. Also we would request you to provide us the correct domain name to avoid this kind of mis-communication.

Feel free to re-open the same ticket if there anything else we can assist you.


M Merchant l2
Team Q

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