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Why Do BHW Marketplace Vendors Have Such Bad Customer Service?

Discussion in 'BlackHat Lounge' started by Quality1, Nov 29, 2015.

  1. Quality1

    Quality1 Junior Member

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    Bit of a rant here, but I'm just so damn frustrated...

    I've run multiple online businesses since 2006, dealt with thousands of different businesses and services over the years.
    That being said, BHW Marketplace Vendors have the WORST customer service I've dealt with. It's not even comparable.

    I swear, every month I've had an issue with a BHW Vendors' service, they taking fucking FOREVER to respond to my support ticket, and in the meantime I've got angry customers crawling up MY ass because their orders aren't being fulfilled.

    And then come the excuses... "server issue" ... "victim of DDOS attack" ... "I'm in the hospital" ... "rogue employee did this and that" ... you really think you're pulling the wool over my eyes? I know it's all BULLSHIT, I just don't make an issue of it because I don't want to sour the business relationship.

    If you're running a B2B service, taking longer than 24hrs to respond to customer support tickets is unacceptable.
     
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    Last edited: Nov 29, 2015
  2. Jared255

    Jared255 Jr. Executive VIP Jr. VIP Premium Member

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    I feel you. The over-the-top excuses are particularly annoying. I know you aren't in the hospital, and I know your dog didn't die - you're just late! No one is buying your sh*t!

    And the ridiculous thing is that most of the time, you'd be okay with a slightly longer TAT... but the missed deadlines are such a nuisance because you plan around them.

    OP, if you're in the market for content or copy, click my signature. I'll always reply within 24 hours and we never give those lame excuses that insult your intelligence.
     
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    Last edited: Nov 29, 2015
  3. JimBean04

    JimBean04 Junior Member

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    Lol I take forever too the reason why I don't run marketplace threads
     
  4. SnoopyDrew

    SnoopyDrew Senior Member

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    There are a couple of services on here that have great customer service. You just have to weed out the bad eggs. Do your research on a service before buying and ask around the forum.
     
  5. rabbitking

    rabbitking Elite Member

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    Because they don't treat their online service like a real business. Go with a person who is either dedicated or at least
    has the resources for full on support. Poor communication is just not acceptable. When I do business with someone I
    expect being able to get a hold of them reasonably.

    Not every one is like that buddy. Our service here is known for its excellent support, and then look at sellers like
    T0mmy, Proxygo, and the member above Jared. Plenty of real businesses to deal with. Try to stay away from kiddies. =)

    Matter of fact we are one of the few SEO Agency sellers here with phone support. :p
     
  6. Quality1

    Quality1 Junior Member

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    True. I've dealt with some services on here that've been great. But they're by far the minority.
     
  7. Bionaire

    Bionaire Junior Member

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    I have to say, you're pinpointed one of my biggest frustrations with the marketplace besides from some of the overpriced LQ shit being sold such as some of the PBN sellers. Some of the sellers even refuse to make a reply on a thread for days or even a week or two, and then suddenly bump their thread.

    If you have shitty or practically non-existent support, you shouldn't be able to sell in the marketplace.
     
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  8. illfounded21

    illfounded21 Senior Member

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    Those rouge employees make me red with anger.

    Jokes aside, it's because the majority of services on here cater for the masses, ie the goal being volume of sales (for low cost/effort). This is about volume of sales, not detail / depth of service - which includes customer support.

    The above is not reflective of all, but most.
     
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    Last edited: Nov 29, 2015
  9. Quality1

    Quality1 Junior Member

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    LOL you got me, fixed the spelling mistake in the original post
     
  10. Quality1

    Quality1 Junior Member

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    Whenever I launch an online business, my policy is always "you will receive a response within 24hrs" - whether that for a potential customer about to make a purchase, or an existing customer with a support ticket. It's such an easy way to get repeat business and referrals - once a customer sees you aren't going to leave them twisting in the wind if there's an issue, they're more likely to buy and/or tell others about your service. And if there's a reason I can't honor that 24hr policy (eg. I'm traveling and can't reach a computer that day) I will make it known on my website or with an auto-responder on my email.

    Customer service is such an easy thing to stay on-top of if you're diligent. My busiest business had me answering 100-150 inquiries and support tickets a day - and while it was tedious at times, it was easily doable. Don't procrastinate, don't let a giant queue build up; just drink some coffee, put on some music and just hammer them out in the order they were received. I get that all problems can't be SOLVED within 24hrs - but at least stay in contact and tell the customer what's going on, what the time-frame will be until a solution can be reached, etc. To just not answer for days is so damn unprofessional.
     
  11. Boomba

    Boomba Regular Member

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    I agree with everything you've said. Good customer service = good business for everyone involved.

    Thankfully I've had decent experiences with the marketplace on here, so I can't complain.
     
  12. Aluminium

    Aluminium Jr. VIP Jr. VIP Premium Member

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    It's a lot like life - you take the good with the bad.

    Yin and yang, man.

    There are tons of fantastic services on BHW, that's for sure! Are there also some "less than stellar" ones? I'll leave that up for you to decide.
     
  13. BreaknBrix

    BreaknBrix Power Member

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    Cause lets face it. 98% are doing it just for money. Not cause they actually like doing SEO.

    The long standing services with good reputations and customer service.... most those guys seem to either A) like what they're doing or B) maybe they don't like it that much but were smart enough to set up and organize in a way that makes it exciting.

    Most service providers on here don't seem to like what they're selling. They don't seem to think things through. They corner themselves in competitive price wars. Undersell themselves. Or their service is so terribly organized there's no way a sane person could like doing it.

    I like using S4ntos as an example. He had a very distinct vision and long term goal. Helped create a great piece of software. It was a great business model. You could tell early on this wasn't something he was just doing for money. This wasn't some shortsighted idea. It was something he was really passionate about. He knew it would help add real value. He BELIEVED in it. He worked out most the "kinks" before launching. That attitude is contagious when you actually try to do something right. Its like an explosion of kinetic energy. Some type of critical mass you reach.

    The levitron in a vaccum is a good analogy. This is what it looks like when a vendor thinks things through:



    This is what it looks like when you have a flashpan idea. When you're desperate to make money so you just steal someone elses shit:

    https://www.youtube.com/watch?v=GMVtlNbMwHw

    The top wobbles, there's too much friction, because you weren't thinking long term naturally the thing flies right off the table. :p
     
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  14. PetalumaFlower

    PetalumaFlower Regular Member

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    I was just telling someone earlier today that all customer emails need to be responded to within 24 hours. I respond to all of mine the same day.

    Customers don't want to wait around for you to finish whatever you are doing. They want a response NOW.

    I know I sure as hell want a response right now when I call a business, so I feel I should offer the same to my customers. I usually quickly respond with a simple, "Sure, I'll go ahead and start working on it right now. I can have it done by [insert day here]. Does that work for you, or do you need it done before then?" It's only after I send that email that I go back to doing whatever it was I was doing before they rang.

    If you are taking longer than 24 hours to respond, the problem better already be fixed so you can respond with, "Hi Susie! I have fixed the problem and you are all set to go!" Or be prepared to get yelled at, or lose a customer, for taking too long to fix stuff.

    Another thing I do is make sure all customer issues are fixed and completed by Friday. No one wants to wait the entire weekend for you to fix something. And I don't want to look at it on Monday either. So everything needs to be done by Friday.

    So those are my customer service tips for the day.
     
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  15. bojan92

    bojan92 Regular Member

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    it is very unfortunate that a few spoilt and lazy individuals are making people to lose trust in all vendors. It is better if somebody is aware that they cannot deliver a service within a specified time, dont take the job. I believe there are very good vendors here and you should not blame whole of BHW family. i hope you find your peace. thanks