Think Customers: The 1to1 Blog

As a paying customer, I expect to be able to reach the company if I have questions or to resolve an issue. Maybe it's because they're a web hosting company, or maybe they just don't care about the customer experience, but all I could do was fill out a web form and wait for a reply.

In their defense, I received a reply in less than an hour. But the issue was complicated and needed some explanation -- something I didn't want to do over email. I emailed them back and specifically asked for someone to call me and provided my phone number. Of course, I only got an email response that didn't fully resolve my issue.

It's now 4 days later and the issue still isn't resolved. I keep having to explain more details and discuss the intricacies of my situation over email. Had someone called me, as I specifically asked in my second email, or if I had been allowed to call someone, I'm sure this would've been resolved in a matter of minutes.

Instead, I keep waiting for email responses, and then I have to email back. If I lived on my computer all the time this might not be too bad, but it's a weekend and I want to get out in the sunshine, not stare at my inbox and pray for a message.

It's unfortunately another example of a company that is just not thinking of the customer experience and perspective. I'm sure they aren't intentionally avoiding me and I'm sure they want my continued business. But random emails for some Internet being named "Coal" just isn't doing it for me.

Seriously, does anyone think an email-only customer support system is a good idea?