Well new customers are coming in everyday thank god for that! No complaints there. Me and my team are keeping up not a problem!

Well i got a customer threatening me that he will go to WHT and tell them how bad his experince has been with me cause his account was not setup!

Um, the account was created by me, not a staff member but me...

Of course he has to wait for his domain name to resolve but he did not even wait a day before he sent me an email saying he is going to basicly burn me on WHT...

I like all my customers, even the ones that need support 16 hours of the day, i dont mind my staff dont mind we are very friendly people...

I dont understant what drives people to say some things, and i hope if the customer is reading this post that he must understand that things on the internet always take time (and all other newbies out there) Its not the host always...

Have other hosts been through this before what did they do?

Thank you all in advance...

My advise is don't stress it. Let him know what the wait is, and that everything is setup. If he has a problem, what can you do? Some people just like to complain. Let them. It's not like you can't reply to his posts, and prove him wrong.

-Dan

I dont like having any problems with customers! i have been in customer service for many years!

Our customers are our business and our business is our customers welfare!

Just trying to keep everyone happy as usual i guess!

regards

Of course. And you do what you have to, but what more can you do? If you have explained that DNS takes time, and that the rest of his account is fully functional, then he should be okay. If he's still complaining, refer to the previous post.

-Dan

Yes
We get this regularly but usually they say they will post to a news group.
Its usually onlyt UK customers who do it and its usually because you are not prepared to upgrade their account or program their database for them.

Its usually an empty threat.
We actually had someone do it and its nicely archived by Google Groups.

This is not a customer service issue at all.
These cases are basically blackmail.
The only way to prevent it is to give into their every wish.
Its not in any businesses interests to do this.
Its certainly not fair on the other customers.

Oddly enough we do program peoples websites free of charge sometimes (if they ask rather than threaten).
I spent a happy 2 hours yesterday setting up Ontario and Canadian sales tax calculation options in a shopping cart for a customer.

But if someone comes on strong with some sort of threat then they tend to go right to the bottom of the pile.

Its just human nature.
I would rather associate with nice people. :)

Gordon



P.S. My favourite support request was from a UK customer who simply sent me the addresses fo his 2 lawyers and told me to contact them if we couldnt get his newly registered domain name working in the next hour.
........ nice

Oddly we don't get many of those at all. A few that have asked why the account isn't set up right away get told we confirm credit details first, as well as explaining that domain transfers take some time to go through.

The only one is recent memory that had a fit about it turned out to be declined at the processor for using a stolen card.

Greg Moore

Originally posted by akashik
The only one is recent memory that had a fit about it turned out to be declined at the processor for using a stolen card.

Why does this happen? It doesn't make any sense... you'd think that people using stolen credit cards would want to evade notice, not jump up and down shouting "Hey, look, I'm being obnoxious, try to find an excuse for getting rid of me!"

Maybe a way to prevent this is to type it with big red letters in the TOS so that the users will have to read and accept it before they sign up :D

Or make a check box in your signup form..

ڤ By checking this box, I understand that DNS takes up to 72hs to update and that my website not working during this time period is not Company Name's fault.

Well I think they want to get their details nice and fast to take advantage of the lagtime between ordering and having their stolen card details knocked back. They want to use that time to either throw up their porn site, pound through a few thousand e-mails, or do some other 'less than honest' practise.

There's a few cases where they're genuinely in need of getting themselves back online fast, and you get a 'feel' for these guys after a while and don't mind junping the gun for them.

Greg Moore

Well
We send an e-mail to all customers saying it takes up to 72 hours but very few seem to read it.

Its a very small number of customers really.
We just have a large number of customers now so its bound to happen more.

On the stolen credit card thing I once had an exasperated customer e-mail me after being declined for using a stolen credit card.
When I pointed this out he replied:

"but we only have stolen credit cards in my country"

Gordon

Originally posted by GordonH
When I pointed this out he replied:

"but we only have stolen credit cards in my country"

Some days it's just staggering what comes down the pipe huh? :D

Greg Moore

I get a laugh every time I think about it........

I had a customer once blame me cause here website wasnt working when we were clearly up (as usual) to only figure out at the end that she hadnt dialed in to the internet yet!

Things like that are just funny, i suggest the customer to go get a coffee and relax she had a laugh too ( oops did i mention she was a she) no offence.

regards,

We clearly state that setup time is 12-24 hours for new domain names, and that setup time is dependent on them if it's a transfer, but that we will provide them with instructions on what they need to do.

And we even have a FAQ article saying that we can give them instant set up, if they don't mind not being able to use their domain name.

Yet, we get customers complaining.

"Blah blah blah offers instant setup, I can't believe that my account still isn't set up.".

or

"When I didn't get my setup letter within an hour, I went with a different provider."

Aargh. Not much you can do.