I hate incompetence and apathy
I hate incompetence and apathy in customer service. I have been living and breathing it the last couple of days. If someone is paying you to care and it is in your job description to care when someone pays you to care, then fucking care. My site is down... hard. The rolley polley fish heads over at Lunarpages dug my last nerve out with a jackhammer this weekend. I have had that service for 8 months or so and never had a problem. I found out yesterday that the reason I never had a problem is because I never asked for assistance. I ditched the remainder of my hosting contract in a fit of pseudo-rage... not like when you want to squeeze someone's neck until their head pops off, but more like when someone empties all the coffee out of the pot without making more... anyhoo, I found another place with a good deal (better than what I had) and made a few calls to their "support gurus" to verify minimum server requirements were met before pulling the trigger. Everything checked out and so I leapt. The moment my feet were in the air, I could see the broken glass in the landing area. I rapidly discovered that the server they put me on didn't have Zend Optimizer installed as they had led me to believe. Ticket #1 begins and leads to an escalation in the middle of the night. They apparently came through for me to save face and dodge the egg of false advertisement upon it, but my shizzle is still fizzled. I now have three (yes, 3) separate tickets open with them... one in escalation, the other just plain vanilla, and have logged calls to everyone I could reach all with the same result. Dust settling on my inactive web site. I don't even think I would care so much if they just sent me a little snippet saying they were busy and couldn't help until later... OR that they didn't know what was wrong and it was beyond their capabilities to figure it out... OR that they misinformed me and they don't support the software I require... ANYTHING. Anything that is, that would let me formulate a plan of action. I could get a refund and move to another host provider. Whatever. I just hate this complete and utter inaction. Fucktards.
Yep. I’ve had a great experience with lunar...except when I’ve had to ask anyone about an issue. Then out comes the flash cards and we begin with the moron questions. How do you ask to be passed up to someone with a clue without hurting the feelings of the drone that could be replaced by software?
Try dealing with Yahoo/SBC DSL support techs. They must be getting the folks replaced by the new automated fast food kiosks.
You don’t. If you pay, you have the right to speak to someone of (at least) the same competence as you. I just tell them straight up “Here is the info you need, if you can’t figure it out, then I need to speak to someone who can.” Hurt feelings? C’mon - they’ll (e.g. SBC) figure it out after enough people bitch about the moron support they get, demand immediate 2nd level support and it starts impacting the allocated budget for 1st level support.
And - btw - I still can’t get SBC Yahoo to support VPN. Dumbasses.
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