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Dealing with disrespectful support. Was I out of line???

Discussion in 'BlackHat Lounge' started by coolsheet, May 26, 2017.

  1. coolsheet

    coolsheet Jr. VIP Jr. VIP

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    I manage a few companies and when it comes to support queries, I'm overly friendly and hospitable to my clients/customers.

    If you look at my threads here recently, I've been looking for a way to authenticate proxies to a phone.

    I HAD NO IDEA THAT IP AUTHENTICATION WAS A SECONDARY WAY OF AUTHENTICATING and that you could just authenticate with a user/password. I've only used the user and pass in my browser, not even realizing I probably didn't need it if my IP was authenticated.

    I've always authenticated my proxies with IP. If a platform only provides a slot for 2-3 IPs to be authenticated, this is obviously impossible to do on a device. And because usually Im on a VPS and my home IP, I always authenticate those.

    When I explained the situation to support at my proxy provider they said they did not know how to do it, authenticate a proxy to a device that is.

    So then I go to 3 other forums and found the answer in MP Social. A member responded "I just authenticate the device with user and pass"

    So I message support, and ask if I can do this on a device and he says

    "Yes...............You should know this already"

    Am I wrong for demanding to speak to a supervisor/admin and request compensation for the disrespectful comment.

    I would NEVER say to one of my customers, "You should know that already"

    Am I wrong for thinking this was disrespectful.

    I admit, Im a bit of a noob when it comes to utilizing proxies properly, but isnt that what support is supposed to gladly assist with? I love educating "noobs" on my sites. They stick with me afterwards.
     
  2. Herion

    Herion Jr. VIP Jr. VIP

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    "Am I wrong for demanding to speak to a supervisor/admin and request compensation for the disrespectful comment"?

    Yes.
     
  3. coolsheet

    coolsheet Jr. VIP Jr. VIP

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    And why? At a legitimate company you'd be fired for saying something like that to a customer. Because we're in business on the web we can throw support etiquette out the window?
     
  4. neu009

    neu009 Senior Member

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    Lol, really? That is maybe not the most professional way to say it but certainly far from disrespectful and WTF did you pay?

    Then you go cry on a forum ...
     
  5. Herion

    Herion Jr. VIP Jr. VIP

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    You can't compare a company with a PR department to one ran by a IM service provider. Regardless, reporting something like that is silly in my opinion, and requesting compensation for it is even sillier. Not sure how I feel about taking the time to make a thread about it too.
     
  6. Vladamir

    Vladamir Power Member

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    Went a little overboard imo, yes customer service should have had a nicer canned response but think about them answering people yelling at them all day causing issues, their probably walking the line, so i usually let it go
     
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  7. coolsheet

    coolsheet Jr. VIP Jr. VIP

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    Yet you took the time to read it and respond? Ok.................

    And Im not talking about companies with a PR (i think you mean HR) department. Im talking any company that you would work for. Any company I know of (here in the US) would fire you for telling a customer "you should know that already". Whether its a mom and pop store or anything.

    I've wasted 2 months dealing with this company, so I'm wondering whether I review them publicly or not. I asked for a refund and they refunded me for 1 month. Theres incentive. I want my money back. but wonder what the world wide views are on support etiquette.

    Also the request for compensation was a discount on 100 proxies
     
  8. MisterF

    MisterF Jr. VIP Jr. VIP

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    C/S varies from country to country.
    When I lived in the UK, I was with Virgin for internet etc, sometimes CS was an English guy in Newcastle ( granted his accent was piss poor ) but he was British and understandable.
    Other times, I was speaking to someone from India who could barely string sentences together......

    Last year my partner was speaking to their CS ( For Amazon.co.uk FBA ) and the c/s there was typing away jibberish to the point she asked my Mrs if she could communicate to her in Chinese, as her English wasn't good enough to understand the problem !!! I mean, WTF.

    Everyone has different expectations of what good customer care is / what poor customer care is.
     
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  9. jhustlin

    jhustlin BANNED BANNED

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    No, you paid for a service, however, find out which language is their primary language, and try to learn some of it. They will be flattered if you try to speak their language to the point that they will help just because you want to speak like them. Golden advice!
     
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  10. Herion

    Herion Jr. VIP Jr. VIP

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    I took the time to respond because it's a funny thread. Daily reminder that there are people who have unrealistic expectations. If this was a large company, they would warn them and move on, if they do it a bunch of times, they'd probably fire him. If this is a service ran by someone who has hundreds/thousands of clients, they'll laugh and move on.

    Edit: and if it was a "mom and pop store", they'd throw you out for being annoying.
     
  11. Reaver

    Reaver Jr. VIP Jr. VIP

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    If I were you I wouldn't put up with that.

    Irregardless (and yes, that is a word) of what CS is like in other countries, if you work with an international audience you need to either learn to be curteous or prepare to refund someone for being offensive.

    It doesn't matter if they're being yelled at all day. That's their job. If they can't handle it they need to find a different one.

    I speak from experience. I worked retail for 10 years dealing with entitled idiots as customers. When I snapped on someone I got in trouble. I finally left that sector altogether, bc my personality does not dictate I kiss ass all day long for $8 an hour.

    Of course, this is just my opinion. You are free to disagree with it, but I wouldn't put up with that. Being respectful isn't unrealistic, and it doesn't matter how many customers you have. Every one should matter to you.
     
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  12. coolsheet

    coolsheet Jr. VIP Jr. VIP

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    Exactly the way I feel and treat my customers. I have 2,000+ customers, and they can be retarded assholes at times. People cussing me out for delivery times 12 hours after placing an order, when delivery times are 24-48 hrs as stated on the form they enter their details in. Im always polite and cordial and offer extras (well my staff is, but I trained them).

    There's NOT a single business I know of or have experienced them talking to anyone like that. I'm in Los Angeles and business owners here literally jump through hoops for their customers. Was like that anywhere I've been.

     
  13. Reaver

    Reaver Jr. VIP Jr. VIP

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    Any business worth their salt will do what they can for their customers to the proper degree.

    I'm rude af but I don't treat my clients like that. If we disagree I may get firm but I am never disrespectful.

    It only takes one disgruntled customer to ruin your business. If you do everything you can and they're still pissed off, it's out of your hands. But if you told them to fuck off and they start leaving bad reviews and ruining your business, you have no one to blame but yourself.
     
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  14. Herion

    Herion Jr. VIP Jr. VIP

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    Will save this for the next time a minimum wage employee is snarky/rude. Something that rarely ever happens, and on the off chance that it does, I'm sure the business owner will fire them instantly.

    This thread went from "is this out of line" to "how I personally deal with clients that directly affect my own bottom line".
     
  15. Reaver

    Reaver Jr. VIP Jr. VIP

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    Mmm.

    He asked for opinions. I gave mine.

    Tatty bai.
     
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  16. coolsheet

    coolsheet Jr. VIP Jr. VIP

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    Dont you have an upvote platform to be handling or something? And judging from your comments..............a little business advice specifically for you

    71ae3c26c7b783cfc3ede0e275f5689b.png
     
  17. Herion

    Herion Jr. VIP Jr. VIP

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    Right. Next time you want to whine about what someone probably earning $2.5 an hour said to you, mention me. I have too much free time.
     
  18. Fragmaster

    Fragmaster Jr. VIP Jr. VIP

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    Purchasing proxies is not layman service. You are paying for service, and by default you should have technical skills to use proxies. Classes aren't included in proxy price, yet you expect them to teach you. Put your ego aside, he didn't tell you anything insulting. He was just honest.
     
  19. iPinner

    iPinner Senior Member Premium Member

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    ^This. Honestly OP you sound worse than a girl during her period.
     
  20. coolsheet

    coolsheet Jr. VIP Jr. VIP

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    It ended up being the owner of the company. The time you have is apparent.

    I asked if there was a way to authenticate proxy to a device. Im a service provider and if someone needs a question answered to order my service or continue using my service, I'm going to answer respectfully.