SixApart Tells Customers to Lighten Up

No editorializing here.  If you want the whole story about TypePad’s Customer Service Failure just read all the posts on the customer service section of this blog.

If you’re wondering what service to use for your blog read the e-mail string exactly as it unfolded (from the bottom up) and see if you want to do business with this company.

________________________________

-----Original Message-----

From: Doug Bryan

Sent:Friday, November 25, 20057:22 PM

To: David V. Lorenzo

Subject: RE: 9AM Call

David

You need to lighten up a little bit - I am on your side on this and wanted to listen to you. Obviously you would not like to be part of the solution. I can accept that.

Please let me know if you would like me to discontinue your service and refund your money.  I can make that happen

Doug

________________________________

From: David V. Lorenzo

Sent: Fri 11/25/2005 4:09 PM

To: Doug Bryan

Subject: RE: 9AM Call

Doug

I don't really have much to talk about with you.  My experience with your service says it all.

I recounted my experiences accurately. As the individual in charge of service you represent the company. My problem lies with the culture of your service organization. You insist that customers should adjust to the service you provide. Great service organizations do not ask their customers to adjust. Great service organizations adjust to their customer's needs.

Not only did your service fail but your team did not respond in a timely fashion, when they did respond they failed to provide accurate information. There was no closure to the issue and finally, you did not even get the phone call to me right. Now you are antagonizing me (a customer) by chastising me for what you perceive as a personal attack.

Honestly, after the company's repeated mistakes one would think you would be happy that I was talking about your specific incompetence and not the blatant incompetence of your team

My experience with your service has been horrible.  You all just do not understand customer service. You have great public relations but horrible service

I just don't feel like a conversation with you would be worthwhile. Please do not contact me again.

David V. Lorenzo

-----Original Message-----

From: Doug Bryan

Sent: Friday, November 25, 2005 6:32 PM

To: David V. Lorenzo

Subject: RE: 9AM Call

http://dlorenzo.blogs.com/daves_blog/2005/11/typepad_blames_.html

Still waiting for my watch?  :)   And would love to have you tell us how to

improve our service from your perspective.  I do find it curious that you

did not answer my calls or emails but feel good about trashing me on the

internet.  Why are personal attacks necessary

Hope you are having a good Thanksgiving.

Regards

Doug

________________________________

From: Doug Bryan

Sent: Fri 11/18/2005 6:44 AM

To: David V. Lorenzo

Subject: RE: 9AM Call

David,

Sorry - Timezone issues.  I start my commute to SF in about 10 minutes which is about  1 hour.

Can you do this at 10:05 am your time?

Doug

________________________________

From: David V. Lorenzo

Sent: Fri 11/18/2005 6:25 AM

To: Doug Bryan

Subject: 9AM Call

I guess 9AM didn't work for you after all.

-----Original Message-----

From: Doug Bryan

Sent: Thursday, November 17, 2005 7:56 PM

To: David V. Lorenzo

Subject: RE: Call

Will do.

Have a good night

Doug

________________________________

From: David V. Lorenzo

Sent: Thu 4:47 PM

To: Doug Bryan

Subject: Call

Tomorrow morning is fine. We can do 9AM if that works for you. Please call the number below

Regards,

David V. Lorenzo

________________________________

-----Original Message-----

From: Doug Bryan

Sent: Thursday, November 17, 2005 7:46 PM/span>

To: 'David V. Lorenzo'

Subject: RE: Talk on the Phone

Dave,

How about 9:30 am tomorrow? Are you on the east coast? If so we could do it a little earlier.

Doug

________________________________

From: David V. Lorenzo

Sent: Thursday, November 17, 2005 4:35 PM

To: 'Doug Bryan'

Subject: RE: Talk on the Phone

Some time tomorrow morning would be good.  What time works for you

David V. Lorenzo

________________________________

-----Original Message-----

From: Doug Bryan

Sent: Thursday, November 17, 2005 6:33 PM

To: 'David V. Lorenzo'

Subject: RE: Talk on the Phone

Sure.  I can listen

Doug

________________________________

From: David V. Lorenzo

Sent:Thursday, November 17, 2005 3:24 PM

To: 'Doug Bryan'

Subject: RE: Talk on the Phone

Doug,

Thanks for the offer but I really don’t need you to “explain” to me how you work.  I don’t need an education on customer service.

If you want some feedback on how you can improve, then we can talk.

Dave

________________________________

-----Original Message-----

From: Doug Bryan

Sent: Thursday, November 17, 2005 5:28 PM

To: dlorenzo@dlorenzo.com

Subject: Talk on the Phone

I run Customer Services at Six Apart and would love to chat with you on the phone regarding your needs and to explain our support approach

http://dlorenzo.blogs.com/daves_blog/2005/11/why_typepad_sti.html

Let me know a good time and the right number to call you

Best Regards,

Doug Bryan

Director, Support

Six Apart

Comments

[Mike]

David,

I only thought I had some great ( lack of ) customer service stories on my blog.

You win this one easily. Hands down. No contest.

Sorry I wasn't better competition....

[Bren]

Two thoughts: First, not cool to put his personal email out there. Work=okay, but not personal (even though he used it to send you a note). Everybody deserves a break from the email harvesters.

Second, I just got done with my own bad 6A experience last week and had your posts ringing in my head the whole time. I'm still contemplating blogging the whole thing, it was so ridiculous. The gist is this: I followed their instructions to the letter. This ended up causing links to my url to stop working for several days. Not good.

[Dave L]

Bren,

You're right about the e-mail addresses. I removed them all after you commented. I had completely forgotten that he had used a different e-mail.

Thanks,

Dave