Answer my ticket or the robot gets it
Posted: 05 Dec 11 at 16:37Once upon a time – well, Friday actually – my son the web developer and his colleague were under pressure to get some web sites developed.
The server went down. A support ticket was duly filed. Nothing happened. Despite reminders. For hours and hours.
Our heroes didn’t want to just scream and generally hurl abuse to get heard. So they settled on another approach.
Now this hosting company had recently sent them a little robot to play with. (No, don’t ask me why. I was concentrating on driving and missed that bit of the story.)
So the robot was held to ransom.
Over the course of the day various incriminating photographs were tweeted to the hosting company, showing the robot in a range of calamitous situations, with threats.
Head in a stapler. Walking the gang plank. Waiting to be microwaved. You know the sort of thing.
Eventually, the ticket was answered.
But not before a couple of rival hosting companies had got in touch, admired the joke, and engaged our heroes in conversation. One said he was going to print the pics off and hang them around the office.
The servers are up again now. My son is happy. He has always liked the hosting company, but he’s just not so sure now. His colleague, who wasn’t happy about this company even before Friday, is now more dubious.
After all, they wasted quite a lot of time waiting for resolution. You can tell. When it’s time to renew the contract, what will happen?
The moral is … whatever you want it to be TBH. Reply to customer issues promptly. Be aware that your competitors are watching you, ready to pounce. And know that somewhere your robot may still being held to ransom, tied up with cable, and ready to suffer the consequences of another outage.
Tags: customer service, twitter, hosting services
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