The type of problem that is caused by misunderstanding of how the system works.
Sometimes, when I’m doing something on the system I encouter a problem. I obviously email support and when the problem falls into this category we have a very pleasent and usually very helpful exachnge.
Let me give you an example. I had a problem with my Homepage, it was formatting in a very odd manner and wouldn’t save. After trying for about an hour I couldn’t see why this would be the case, so I contacted support.
They were very helpful, and informed me, you can’t paste pictures into the home page they have to be uploaded. They fixed it for me and my Homepage was perfect. TaDa problem solved, and it only took about 1 hour in total.
This is the sort of customer service I expect from a company and to be fair to Baby’s Days when ever I have an issue like this they always resolve it quickly.
The type of problem that is caused by the system acting in a way you wouldn’t expect.
Their approach to these types of problems I call the “LaLaLa” response. These types of responses seem to be designed to deflect from the problem the system may be having. Support may advise you to reset you router, turn off your laptop, reinstall your browser, update flash or even delete and reinstall it.
The possibilities are endless and they will suggest them all, even if you are having the issue on multiple devices, with different operating systems and different browsers, which is obviously extremely frustrating. What they absolutely will NOT consider in these cases is that there MAY be a problem their end. This is very well documented here in my blog post, about a possible small bug I may have found in the next step section. Current system users may also have noticed this approach with the new control centre which was not saving the new layout set by minders; it took a good while for Baby’s Days to establish this was their end after many abrupt replies along the lines of, it works fine for us, or, all systems are identical… (which obviously they aren’t because currently some customers have the control centre upgrade and others don’t!) …you are the only person with this problem.
It is in these situations that I have experienced very negative customer support. When you have followed all their trouble shooting suggestions and you have still not managed to fix the problem there is nothing more they will do. The most often heard phrase is along the lines of, it’s working perfectly for me, it must be a problem your end. They will still say this even when multiple users on different devices on different internet connections have the exact same problem. GAH! So so frustrating! A distinct lack of support I’d say.
Here is an email exchange I have had with support which hopefully explain this to anyone that is still confused.
So which is it? A problem that at least 6 other users have reported that they don’t yet have time to fix (which would be understandable, just say if that is the case) or is it something they have never heard of before working perfectly their end?
Which type of customer service have you received? Please let me know in the comments below.