> Would you be interested to hop on a call with us to talk about this further? We want to make sure we trully understand what you're struggling with.
That has the same vibes as a customer support helpline that has no intention to actually help.
That has the same vibes as a customer support helpline that has no intention to actually help.
Especially with a non-native English speaker who may be more comfortable expressing themselves in writing asynchronously.
I usually do the same thing when the medium is text and someone is not happy. Tone conveys a lot of useful information. Even better if you can see a person and their body language.
I don’t think the cynical view of the staff person’s intentions is fair, though I don’t know the person’s history nor do I have dog in this fight.
It appears the OP is an incredibly valuable community member that has been deeply affronted and hurt by the recent changes. Any attitude other than "I'll move heaven and earth to make this right for you" will likely feel insufficient. Even failing that, I'd at least expect an attitude of "I really, REALLY don't want this to ever happen again". I see neither.
The staff member comes off as robotic because there's zero conciliatory tone or admission of wrongdoing at all in the message. "I'm sorry you feel this way [about the workflow]" puts the onus on OP, and doesn't convey a hint of remorse -- even "I'm sorry our workflow has intruded on yours" would of course be better. "Would you be interested" should be "Would you be willing"; "to talk about this further" could be "so we can better understand what went wrong".
These nuances matter a lot when people are offended. If they're this incompetent at communication over text, I don't know that I'd bother with a video call.
Mozilla could of certainly handled it better as an org, that I would agree with.
It can be, but maybe not when you're not actually replying to anything the other person wrote. The person who experienced the issues and chose to leave made a pretty clear list of "here is the exact reasons the bot is unbearable for us". This person who opened up the conversation is doing so via text, at least providing some sort of answer initially via the same channel before trying to get them to jump into a private call could have maybe came across a bit more empathic and collaborative.
Depends on if I'm in a one party state. I believe California is. I want every interaction on record.
Especially coupled with this non-apology.