Comments on: Good Customer Service … Where did it go? http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/ Tue, 07 Oct 2008 11:21:10 +0000 http://wordpress.org/?v=2.6.2 By: mattwalters.net / Noise http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-20052 mattwalters.net / Noise Tue, 26 Jun 2007 16:25:45 +0000 http://blog.mattwalters.net/permalink/14/#comment-20052 [...] say Evan isn’t missing much.  But then again, I make no secret of the fact that I am not a fan of 37Signals either. Post a comment — Trackback URI RSS 2.0 feed for these comments This entry [...] [...] say Evan isn’t missing much.  But then again, I make no secret of the fact that I am not a fan of 37Signals either. Post a comment — Trackback URI RSS 2.0 feed for these comments This entry [...]

]]> By: matt http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-14874 matt Fri, 01 Jun 2007 01:22:09 +0000 http://blog.mattwalters.net/permalink/14/#comment-14874 Paul, sorry that you, too, had a poor experience with 37Signals. I'm not really sure where they get the attitude from. I am not familiar with OnStage, but wish you the best of luck with it. Paul, sorry that you, too, had a poor experience with 37Signals. I’m not really sure where they get the attitude from. I am not familiar with OnStage, but wish you the best of luck with it.

]]> By: Paul http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-14860 Paul Fri, 01 Jun 2007 00:42:48 +0000 http://blog.mattwalters.net/permalink/14/#comment-14860 I know this is an old post, but I just have to chime in since we recently left basecamp due to their poor customer service. Thinking back, it is amazing we made it as long as we did!! My company recently starting evaluation an <a href="http://www.chmuraecon.com/OnStage" rel="nofollow">alternative to basecamp</a> called OnStage. The application seems nice so far, but does anyone have experience with this company in terms of customer service? I know this is an old post, but I just have to chime in since we recently left basecamp due to their poor customer service. Thinking back, it is amazing we made it as long as we did!! My company recently starting evaluation an alternative to basecamp called OnStage. The application seems nice so far, but does anyone have experience with this company in terms of customer service?

]]> By: matt http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-99950 matt Thu, 31 May 2007 23:22:09 +0000 http://blog.mattwalters.net/permalink/14/#comment-99950 Paul, sorry that you, too, had a poor experience with 37Signals. I'm not really sure where they get the attitude from. I am not familiar with OnStage, but wish you the best of luck with it. Paul, sorry that you, too, had a poor experience with 37Signals. I’m not really sure where they get the attitude from. I am not familiar with OnStage, but wish you the best of luck with it.

]]> By: Paul http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-99949 Paul Thu, 31 May 2007 22:42:48 +0000 http://blog.mattwalters.net/permalink/14/#comment-99949 I know this is an old post, but I just have to chime in since we recently left basecamp due to their poor customer service. Thinking back, it is amazing we made it as long as we did!! My company recently starting evaluation an <a href="http://www.chmuraecon.com/OnStage" rel="nofollow">alternative to basecamp</a> called OnStage. The application seems nice so far, but does anyone have experience with this company in terms of customer service? I know this is an old post, but I just have to chime in since we recently left basecamp due to their poor customer service. Thinking back, it is amazing we made it as long as we did!! My company recently starting evaluation an alternative to basecamp called OnStage. The application seems nice so far, but does anyone have experience with this company in terms of customer service?

]]> By: WhyBaseCampSux http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-2333 WhyBaseCampSux Thu, 14 Dec 2006 10:52:17 +0000 http://blog.mattwalters.net/permalink/14/#comment-2333 Typical 37 Signals. Have you ever seen them actually admit to being in the wrong, and then change their behavior because of it? Nah, they just attack you for pointing out the truth and play word games instead of realizing what a nssty attitude they have and that the person they are ridiculing might actually have a point. Above Jeremy said "It’s amazing that these supposed “new breeds” of companies can be so derisive towards their customers." Sounds a bit like how that prior new breed (the "dotcom") didn't follow the rules of business. And we all know what happened to all but the best of them. The founders of 37 Signals have had early success as a cult of personality but because of their intense lack of maturity, they are headed for a fall once their "newness" wears off, people get tired of being treated like shit, and they start to see some real competition. Typical 37 Signals. Have you ever seen them actually admit to being in the wrong, and then change their behavior because of it? Nah, they just attack you for pointing out the truth and play word games instead of realizing what a nssty attitude they have and that the person they are ridiculing might actually have a point.

Above Jeremy said “It‚Äôs amazing that these supposed ‚Äúnew breeds‚Äù of companies can be so derisive towards their customers.” Sounds a bit like how that prior new breed (the “dotcom”) didn’t follow the rules of business. And we all know what happened to all but the best of them.

The founders of 37 Signals have had early success as a cult of personality but because of their intense lack of maturity, they are headed for a fall once their “newness” wears off, people get tired of being treated like shit, and they start to see some real competition.

]]> By: WhyBaseCampSux http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-99948 WhyBaseCampSux Thu, 14 Dec 2006 07:52:17 +0000 http://blog.mattwalters.net/permalink/14/#comment-99948 Typical 37 Signals. Have you ever seen them actually admit to being in the wrong, and then change their behavior because of it? Nah, they just attack you for pointing out the truth and play word games instead of realizing what a nssty attitude they have and that the person they are ridiculing might actually have a point.<br><br>Above Jeremy said "It’s amazing that these supposed “new breeds” of companies can be so derisive towards their customers." Sounds a bit like how that prior new breed (the "dotcom") didn't follow the rules of business. And we all know what happened to all but the best of them.<br><br>The founders of 37 Signals have had early success as a cult of personality but because of their intense lack of maturity, they are headed for a fall once their "newness" wears off, people get tired of being treated like shit, and they start to see some real competition. Typical 37 Signals. Have you ever seen them actually admit to being in the wrong, and then change their behavior because of it? Nah, they just attack you for pointing out the truth and play word games instead of realizing what a nssty attitude they have and that the person they are ridiculing might actually have a point.

Above Jeremy said “It’s amazing that these supposed “new breeds” of companies can be so derisive towards their customers.” Sounds a bit like how that prior new breed (the “dotcom”) didn’t follow the rules of business. And we all know what happened to all but the best of them.

The founders of 37 Signals have had early success as a cult of personality but because of their intense lack of maturity, they are headed for a fall once their “newness” wears off, people get tired of being treated like shit, and they start to see some real competition.

]]> By: Isaac Garcia http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-146 Isaac Garcia Sat, 29 Apr 2006 00:29:01 +0000 http://blog.mattwalters.net/permalink/14/#comment-146 Good investigative post Matt. Good investigative post Matt.

]]> By: Isaac Garcia http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-99947 Isaac Garcia Fri, 28 Apr 2006 22:29:01 +0000 http://blog.mattwalters.net/permalink/14/#comment-99947 Good investigative post Matt. Good investigative post Matt.

]]> By: matt http://mattwalters.net/2006/04/13/good-customer-service-where-did-it-go/#comment-55 matt Tue, 18 Apr 2006 19:28:01 +0000 http://blog.mattwalters.net/permalink/14/#comment-55 Matt, since I see you're basically copying and pasting your comments ... I'll do the same, below is my response to your nearly verbatim comment over on <a href="http://blog.6thdensity.net/?p=432">Jeremy's blog</a>:<blockquote>I think itǃÙs fairly obvious, Matt, that many visitors of your website and folks across the internet saw your post as mocking your users. ItǃÙs a matter of perception vs. reality and you all are trying to ignore the perception which isnǃÙt wise. When dealing with customer service we all have times where we think bad things regarding the customers we are assisting. What good customer service teaches you however is that you need to keep those thoughts to yourself or vent them privately. Venting them in the public, as you did, is only going to land you exactly where you find yourself now ǃ? trying to defend the indefensible because what you did was ǃ? well, wrong. </blockquote>As for "raising an eyebrow" being dergatory or not, I guess we'll just have to agree to disagree. However, I think more people would side with my opinion then yours on that matter ... Matt, since I see you’re basically copying and pasting your comments … I’ll do the same, below is my response to your nearly verbatim comment over on Jeremy’s blog:
I think itǃÙs fairly obvious, Matt, that many visitors of your website and folks across the internet saw your post as mocking your users. ItǃÙs a matter of perception vs. reality and you all are trying to ignore the perception which isnǃÙt wise.

When dealing with customer service we all have times where we think bad things regarding the customers we are assisting. What good customer service teaches you however is that you need to keep those thoughts to yourself or vent them privately. Venting them in the public, as you did, is only going to land you exactly where you find yourself now ǃ? trying to defend the indefensible because what you did was ǃ? well, wrong.

As for “raising an eyebrow” being dergatory or not, I guess we’ll just have to agree to disagree. However, I think more people would side with my opinion then yours on that matter …

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