How many companies, even small ones, have that kind of support?
In the end I had to tell them that no, I actually wanted the original logo that we sent them, but the whole thing was kind of amusing.
Joel said it best: Remarkable Customer Service, as in service so good that people actually remark about it.
[1] http://www.joelonsoftware.com/articles/fog0000000043.html
Every page in our app has a "Help" button, our About page has my phone number on it, our error dialog has a button to contact support. We love when people contact us.
To be honest, as much as I enjoy talking to customers, this is just good business, for tons of reasons:
- people won't pay if it mysteriously doesn't work, no matter whose fault it is
- customer development is essential to a startup, and this creates opportunities to talk to customers (when you're done, have a chat, don't just sign off)
- when something is wrong with your service, you have a personal connection to people who want you to succeed - so they tell you the problem instead of letting you accidentally lose customers.
- customers with whom you have a personal connection become your biggest advocates.
It certainly costs money and time to do this, but I don't think I'm going to regret it.
Their staff are ignorant, their process is incoherent, their documentation is incorrect or misleading, the tools their customer service staff use are broken.
I will shoot myself through the hand before I give GoDaddy a nickel. In fact, I would probably shoot myself through the hand if someone told me I needed to call GoDaddy support.
For my own projects, I will happily pay the extra 30-40% to a company that is not disgustingly incompetent.