Hacker News Reader

Hacker News

Comment by burke | Hacker News Reader

Full thread

burke

I’m even more astonished by the dismissive, misspelled, and incorrect support response.

* telling the customer they’re wrong...

* incorrectly...

* and with multiple typos.

Yes, very cool.

View on HN

The customer service response is deplorable, makes me think twice about purchasing any more Ubiquiti gear.

If you want support do not go to Ubiquiti. That is not their business model (yet). And I hope it will never be.

I'm astonished by the childish and rude language directed at the customer support rep.

Because I called out their bullshit?

Calling out bullshit is fine but I'd choose better language.

"This is unacceptable and this change makes me very angry. I will not be considering future products from Ubiquiti"

The customer service rep isn’t in control of the change. They’re in control of what they tell me, and he was bullshitting. Not really sure what else to tell you.

> They’re in control of what they tell me

Have you never interacted in a non-business sense with someone who worked customer support? They DO NOT have control of what they tell you. They will get fired real quick if they don't follow the script. Especially someone working the first line of support in a chat box.

C'mon man.

So this awful response was part of the official script? That's even worse.

But it doesn't justify being rude to the support person.

So the support person is a glorified bot, but we have to be careful not to hurt it's feelings? Honestly I feel for the support guy, but he represents the company. And companies purposely push their support onto social media platforms like twitter - where exactly are unhappy customers supposed to vent their anger?

It? This is an actual person we are talking about. And most people are perfectly capable of handling a mildly stressful situation without acting like a complete jerk to someone.

Haha teaching others how to behave online .... Oh my.

Reply on news.ycombinator.com