What customer support incident made you leave a service/app/website ?

2 replies
Without mentioning the name of the company/brand , what incident made you switch from using a particular service/app/webiste. Hopefully it can be insightful as a 'don't do' list for all the product makers.


robiul haque
Zappos is a company well known for excellent customer service, but can the magic really transfer to a channel like email?
Kira Leigh
Strap in, Startup fam, cause I got a whole dang novel bout it: I'm a marketer in tech. I'm also trying to release a multi-layered LGBTQ+ sci-fi indie trilogy, and dangin dang is it ever hard. You compete on a fully saturated market, against deep publishing pockets. There are no venture capitalists for books, y'all. Instead, you either grovel at an establishment that absolutely needs disrupting because it's dinosaur-time, or you go it alone all on your own dime [like many founders!]. It's totally foreign to me. And even if you have a good product, what matters most? Clout, your name. Startups can find footing even without that; you sorta have to. Copywriting and content marketing are my jam. Grass-roots style. I'm not bad with Ads, but they make me nervous, because the ones I need to be doing are on earned-audience platforms, and we know how that goes. Every single social platform throughout the history of the world, eventually, throttles your reach. They also have robo-clicks. These are facts. So be me, and be someone who has to use an Ad platform they already don't really like. Data privacy problems, misinfo out the booja, a funky userbase that screams at clouds, and just an all around ugly UI experience. Be me, and be like: aight. I gotta' use the ads on this thing, so let's go. What proceeded has been a 6-month hellscape stint of disabled ad accounts, constant back and forth ping-pong of account transfers between account holders, wrestling my business account from the clutches of a nebulous technical ether [error message is on backend, not viewable by users], at least 3 months with no way to /access/ customer support team, and copious emails asking for a logical solution. You see, I need to verify my biz number. A simple problem that customer support teams the world over would be like; ok...so it's on your website, and it's on your official invoices, so that's fine. Not for X Platform. They want a letter from your bank, during COVID, because they expect tiny, bootstrapped little gremlins like me to do that before we're vaccinated. It has been a cascade of broken processes, broken systems, unresponsive and unreasonable "customer support", standards applied half-arsedly across the board, and just overall nonsense. The final straw was getting my entire Ad account cut off at the root right before a marketing campaign that was approved days earlier. Because I used a common, not offensive LGBTQ+ term on a picture. Uh-huh. The combo of AI + human moderators decided I, a marginalized dude, don't get to spend money on the 1 [actually 2] biggest ad market place around. This ruined an entire planned-campaign for a tiny little sale for a story that, I'm going to be unabashedly honest, is gaddamn awesome. I'm sure y'all can relate to making a dank product, better than the big bois, and struggling to get it out because you just don't have the spend. I have just enough spend to make it work, maybe. Now without an entire advertising space to work with, I'm basically screwed. This is why I left a product/platform in the dust. I refuse to use it for anything other than talking to my older family members. It gets no money. The customer support team is dead to me, and when I have the energy to wage holy war, I will 100% drag this product through the mud on every available content marketing outlet on the face of the earth. They're big enough that this won't hurt them. I'm small enough that their combined human+technical error has possibly made it impossible for me to get my work out there. If you've read this all, thank you, and yes I'm still mad about it. If not; tldr; Customer Support people need to employ active listening, have empathy, and sometimes question if their processes are actually on-point and helpful. If a user is willing to slog for months for a solution, maybe they're not unreasonable. Maybe your processes don't work for actual human use-cases. Listen to feedback. I promise you some of it rings true.