1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Do you say thanks on email when a support helps you and your problem is fixed?

Discussion in 'BlackHat Lounge' started by PineappleCrush, Jan 13, 2017.

  1. PineappleCrush

    PineappleCrush Regular Member

    Joined:
    Jan 20, 2016
    Messages:
    338
    Likes Received:
    27
    Like when they help you with an issue do you send a last email to say thank you?

    I have been undecided about this because I thought it is better not to in order to save them some time opening a useless email. So I figure just not say anything more.

    Sometime I think they will be thinking 'oh another annoying email asking for more' so I just won't send anything when problem is solved.

    Other times I have.

    Please tell me how you deal with this important situation.
     
  2. BassTrackerBoats

    BassTrackerBoats Super Moderator Staff Member Moderator Jr. VIP

    Joined:
    Mar 10, 2010
    Messages:
    16,632
    Likes Received:
    30,654
    Occupation:
    Selling CPA Sites
    Location:
    Not England
    Home Page:
  3. lawyal

    lawyal Regular Member

    Joined:
    Oct 25, 2016
    Messages:
    322
    Likes Received:
    210
    Gender:
    Male
    Location:
    Upper Eastside
    I completely understand your moral dilemma.
    In most cases I hold myself back in order to avoid unneccessary mails.
     
  4. littlewebdragon

    littlewebdragon Jr. VIP Jr. VIP

    Joined:
    Dec 30, 2007
    Messages:
    1,706
    Likes Received:
    1,036
    Occupation:
    Occupation
    Location:
    Location
    I do almost always unless really long conversation when we thanked each other numerous times and in that case there is no need for it.

    If there is routine fix or help that they provided mostly I do not, neither they are.

    If there is need to say another thank you (not some routine support fix) but something that support went extra mile to help me out and had to deal with me for a while I always do express my gratitude to support (or specific person) by at least saying one more time how thankful I am for their assistance.
     
    • Thanks Thanks x 1
  5. PineappleCrush

    PineappleCrush Regular Member

    Joined:
    Jan 20, 2016
    Messages:
    338
    Likes Received:
    27
    Oh yea I think this is a good rule of thumb. If it was generic copy and paste of some part of their website then they don't deserve and I might even resent that :) -unless I'd been lazy and not looked myself. But like you say if it is a tailored reply then it would certainly deserve it.

    Ah first world problems... :)
     
  6. Neon

    Neon Jr. VIP Jr. VIP

    Joined:
    Nov 3, 2013
    Messages:
    2,836
    Likes Received:
    6,867
    Gender:
    Male
    Occupation:
    Traveling the world
    Location:
    Berlin
    Actually did this yesterday for the first time and it was Crakrevenue support :D
     
  7. webdev357

    webdev357 Junior Member

    Joined:
    Oct 18, 2016
    Messages:
    102
    Likes Received:
    10
    Occupation:
    Web Designer
    Location:
    California
    I say thanks, just for the fact that I was raised that way. haha
     
    • Thanks Thanks x 3
  8. CenTex Hosting

    CenTex Hosting Jr. VIP Jr. VIP

    Joined:
    Nov 8, 2009
    Messages:
    2,107
    Likes Received:
    797
    Gender:
    Male
    Occupation:
    Founder/CEO
    Location:
    Austin, TX
    Home Page:
    As a host it's not expected. But when people do send back a Thank You or a note that say's the support was great it lets the host know they are doing a good job.

    For me I go back and review support tickets, chats once a week. So if i see something like that I will talk to the rep and tell them they are doing a great job and to keep it up.

    Hope this helps
     
    • Thanks Thanks x 2
  9. Tozzy

    Tozzy Jr. VIP Jr. VIP

    Joined:
    Nov 26, 2015
    Messages:
    420
    Likes Received:
    117
    Gender:
    Male
    Location:
    World
    Home Page:
    Being a support I always hated to open a message only to see a thanks. I were already rewarded by the company who hired me and the fact the case is closed was enough for me. So I never do that. In most ticket systems you can close the ticket and that means everything is okay, please do it all the time, but with email if it is obvious that everything is fixed I won't do it.
     
  10. HoNeYBiRD

    HoNeYBiRD Jr. VIP Jr. VIP

    Joined:
    May 1, 2009
    Messages:
    7,263
    Likes Received:
    8,242
    Gender:
    Male
    Occupation:
    Geographer, Tourism Manager
    Location:
    Ghosted
    Most of the time, yes, i say thanks.

    You can close the ticket/mark it as resolved without saying anything though. Some platform allows you to rate the help your received.
    These two things what i always do even if i don't say thanks.
     
  11. Faldor

    Faldor Junior Member

    Joined:
    Jan 13, 2015
    Messages:
    117
    Likes Received:
    36
    Gender:
    Male
    Location:
    UK
    Yes, I'll say thanks.
     
  12. derekxec

    derekxec Registered Member

    Joined:
    Nov 24, 2014
    Messages:
    94
    Likes Received:
    41
    I usually won't wait till there is no longer any information in the email to send. I usually send it along with the email saying everything is fixed and i appreciate their help.
     
  13. Mr Cracker

    Mr Cracker Regular Member

    Joined:
    Jun 10, 2011
    Messages:
    487
    Likes Received:
    207
    Gender:
    Male
    Occupation:
    Work online fulltime.
    Location:
    Behind you.
    Every single time yes. For example I've recently been setting up a Shopify store, since I'm adding custom code there's been a few snags here and there. I have had to contact their support, which I MUST say is fucking amazing!

    Once contacted they send you the transcript via an email, inside it has a link to leave feedback, not only do I do this but I'll make sure to mention the support representative's name. You have to remember its people's jobs to help you and they rely on good feedback to gain more wages, responabilties, and more.

    The question should not be do you say thanks, it should be why would you NOT say it, unless of course you get a terrible service, in which case fair enough. It's like leaving tips if the service is good I'll leave one, if it's not, give them a tip to improve their service.
     
    • Thanks Thanks x 1
  14. SpezzNacci

    SpezzNacci Power Member

    Joined:
    Jun 20, 2015
    Messages:
    500
    Likes Received:
    226
    Gender:
    Male
    Location:
    Friendzone
    Same here :D I have a feeling that it's 'rude' not to say thanks :D
     
  15. royserpa

    royserpa Jr. VIP Jr. VIP Premium Member

    Joined:
    Sep 28, 2011
    Messages:
    4,986
    Likes Received:
    3,737
    Gender:
    Male
    Occupation:
    Negative Options aka Rebills!
    Location:
    Exploiting Loopholes!
    Home Page:
    Dude! Takes less than a second to write thanks. Plus it takes them less than couple of seconds to see they are appreciated. Just do it!
     
  16. Zwielicht

    Zwielicht Moderator Staff Member Moderator Jr. VIP

    Joined:
    Aug 31, 2013
    Messages:
    7,098
    Likes Received:
    12,497
    Gender:
    Male
    Occupation:
    Reaper
    Location:
    Riverside, California
    Home Page:
    I always say 'thanks' whenever someone helps me. However, I usually like to spice up the thank you message a little by saying something along the lines of:
    • "I appreciate your help, (insert name here)!"
    • "Thank you for the help, (insert name here)!"
    • "Awesome, thanks for the help (insert name here)!"
    You've probably noticed I use people's names in the thank you messages. It just makes the message more personal.

    If they display exemplary service, I ask them if there's any way I could contact their supervisor and tell them about how they went "above and beyond" my expectations.

    Just so you know, not saying thank you is better than what this joker was doing. The guy thought he was the damn hit-and-run Tech Support Comedian who brought laughter and joy to what he imagined as sweatshops everywhere he went. Reading that thread still makes me cringe.
     
    • Thanks Thanks x 1
    Last edited: Jan 13, 2017
  17. karupoiss

    karupoiss Elite Member

    Joined:
    May 16, 2012
    Messages:
    1,866
    Likes Received:
    593
    Gender:
    Male
    Location:
    Europe
    Yes - I would always say "thanks" but I oftentimes do not because.. I don't want to bother them again to open a useless email that wastes their time. When it's possible I try to close the ticket and give 5 stars as a rating.
     
  18. amoon

    amoon Jr. VIP Jr. VIP

    Joined:
    May 16, 2015
    Messages:
    1,672
    Likes Received:
    934
    Gender:
    Male
    Occupation:
    IM - BHW
    Location:
    Map–Territory
    for me most of the time YES ...
     
  19. Eagle Eye

    Eagle Eye Senior Member

    Joined:
    Aug 3, 2010
    Messages:
    1,076
    Likes Received:
    621
    Gender:
    Male
    Occupation:
    Achiever
    Location:
    East Coast
    always show appreciation for assistance given to you from others.....paid or not.......it's just common sense in my world.....

    "do unto other as you would have them do unto you"
     
  20. oldweb

    oldweb Regular Member

    Joined:
    Dec 22, 2012
    Messages:
    448
    Likes Received:
    45
    thanks