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BFL_Jody

Customer Service Will Get to You Sometime

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by , 04-01-2013 at 10:37 PM (9096 Views)
What!? Does everyone need to email all at once? (OK, I know that a couple of you have not sent an email in the last week. Bless you, dears.) Everyday for the last week, though, we have gotten more emails than we have answered. And I have more people working in Customer Service than we have ever had. So once again let me say, "We are not ignoring you." We are steadily answering emails, but we have to stop and sleep sometime. (Which, anytime now I will need to do that myself.)
BeeJay, smith88, Rusito01 and 1 others like this.

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  1. Steve Honaker's Avatar
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    Jody would you be willing to outsource some email replies I'm sure you would have some willing people in the crowds. for a few shekels of course.
  2. Ivan Frimmel's Avatar
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    More cats. Random shit. Do it.
  3. BFL_Jody's Avatar
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    Quote Originally Posted by Steve Honaker
    Jody would you be willing to outsource some email replies I'm sure you would have some willing people in the crowds. for a few shekels of course.
    Thanks for the offer, Steve, but it takes weeks to train a CS rep at Butterfly. You have to know what to answer when you correspond with the customer, where to look up his order, how to convert it to another product, how to check PayPal, BitPay, the bank, dwolla, etc to see if a payment went through, how to use the order system, how to refuse the bribes, etc. And it seems no matter how many people we hire, the emails rise to the level of overwhelm.
    BeeJay likes this.
  4. oldbushie's Avatar
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    Shoot, there goes my "bribe BFL CS with half-off Easter candy" plan...
  5. Lab_Rat's Avatar
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    Hey Jody... I didn't email last week, but I did the week before. My order is still messed up
  6. asg99's Avatar
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  7. shoothere's Avatar
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    I tried (sent just 2 e-mails, 2 weeks apart) to upgrade shipping, still no response. It's now been over a month and have completely lost hope. I can't be the only one that's tired of being treated like a number.
  8. smith88's Avatar
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    @BFL_Jody , keep the faith. There is a light at the end of the tunnel. Albeit the tunnel is full of a constant drudge that is thicker than mud. You all will see the light. I have worked in retail support for many years and I know how overwhelming it can be. Actually internet sales are much more difficult to support than any other retail environment; you're literally facing a jungle. Just .02 from a prepaid customer that is actually very happy with his purchase. /optimist_hat_off
  9. Kjlimo's Avatar
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    no worries Jody; however, I don't think it would take much training for one person to go through and grab all the low hanging fruit with a standard response:

    no, you're order isn't ready to ship yet!

    I'm guessing that's half of your questions, haha.

    Keep up the awesome Jody!
  10. hardpick's Avatar
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    Please fix your order system --- still unable to retrieve my password and logging in and fix shipping details
  11. fasti's Avatar
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    Hope you would say how far behind you are on dealing with emails. I have sent email about 12 days ago. My account still shows Jalapeno, while I upgraded it 4-5months ago :)

    I hope you will see my email before you will start sending them out, I'm pretty sure I will be in the first wave as I did my order within 30mins.
  12. markleyt's Avatar
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    The butterflylabs.com DNS records do not include SPF/DKIM in them. This explains why they can't send email to Hotmail, and probably many other domains. I sent a PM to StevenM and Josh about this, but did not get a reply. I expect they receive a lot of messages and did not see it. Without the SPF/DKIM DNS records any good MTA will drop all email from butterflylabs.com into the spam black hole.
  13. trupik's Avatar
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    Quote Originally Posted by markleyt
    The butterflylabs.com DNS records do not include SPF/DKIM in them. This explains why they can't send email to Hotmail, and probably many other domains. I sent a PM to StevenM and Josh about this, but did not get a reply. I expect they receive a lot of messages and did not see it. Without the SPF/DKIM DNS records any good MTA will drop all email from butterflylabs.com into the spam black hole.
    Is the SPF or DKIM required by any RFC that I missed recently? If not, then the hotmail.com is just broken, if it does not accept mail from such domain.
  14. mot7's Avatar
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    Quote Originally Posted by trupik
    Is the SPF or DKIM required by any RFC that I missed recently? If not, then the hotmail.com is just broken, if it does not accept mail from such domain.

    RFCs lag behind modern implementations... it's a fact I've learned after speaking with operators of major ISPs (Gmail, Yahoo, Hotmail, etc).

    I've been an email admin for 15+ years, and agree that messages should be SPF/DKIM signed, and broadcast (blast emails) should have some DMARC policy attached.
  15. BFL_StevenM's Avatar
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    [QUOTE=markleyt;bt1119]The butterflylabs.com DNS records do not include SPF/DKIM in them. This explains why they can't send email to Hotmail, and probably many other domains. I sent a PM to StevenM and Josh about this, but did not get a reply. I expect they receive a lot of messages and did not see it. Without the SPF/DKIM DNS records any good MTA will drop all email from butterflylabs.com into the spam black hole.[/QUOTE]

    Re-check your replies :-P
  16. polrpaul's Avatar
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    Consider this a polite request from BFL CS to stop the barrage of email, please!

    If you send an email with a question or request, please wait for an answer.

    Don't follow it up with another email.

    And keep your questions via email to a minimum - use the shoutbox or IRC.
    Updated 04-02-2013 at 01:21 PM by BFL_StevenM (BFS -> BFL)
  17. shoothere's Avatar
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    Quote Originally Posted by BFL_StevenM
    Re-check your replies :-P
    What replies? I've not received a single thing from you guys.
  18. bitgirl's Avatar
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    I have to say, in Jody's defense, that every single email I have sent, she has always responded within a day, if not hours. I may not have liked her answer, lol, but I always have been treated fairly. Just my two cents FWIW.
  19. madsusies's Avatar
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    Frankly Jody, it's Your fault. You should close the pre-order till You make an order ! You knew , to have a 20-30k pre-customers cost only trouble.
  20. camosoul's Avatar
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    Quote Originally Posted by BFL_Jody
    Thanks for the offer, Steve, but it takes weeks to train a CS rep at Butterfly. You have to know what to answer when you correspond with the customer, where to look up his order, how to convert it to another product, how to check PayPal, BitPay, the bank, dwolla, etc to see if a payment went through, how to use the order system, how to refuse the bribes, etc. And it seems no matter how many people we hire, the emails rise to the level of overwhelm.
    It seems to me that this 'training' involves a bunch of crap that really should just be common sense... If you have to train people to use common sense, maybe you're not interviewing the right people?

    I know how to check all my payment types... I can even fix massive database glitches in SQL... Manually, if need be...

    No, I don't want to work there. You wouldn't hire me anyways, I'm such an asshole what with knowing stuff/junk/things and being right all the time... But, methinks the interviewer doesn't know how to spot an idiot... It shouldn't be that hard to train people in something they should already know...
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