How to Handel a Customer Service Issue
4 Feb
I previously posted comments on a story I read about software developer Ayende’s poor customer service experience with a company who had developed a software licensing component he purchased. As a follow up to that he ended up developing his own licensing component to replace the one he had previously purchased. As a result of redoing the licensing component people who had downloaded his software couldn’t get a license that actually worked. The license now being generated by the licensing server will only work with the new component. This would be a pretty big customer service issue from both the point of view of the user and the vendor. Here Ayende details how he handled the issue and that the main point from his position as the vendor was
The underlying assumption is that it is not the customer’s fault, and even if it is, if you can, you fix it.
I wish more businesses realized that providing this kind of service is in their financial best interest.
