The funny thing about this guy is I gave him the refund because he seemed unhappy. Usually, that's a positive and leads to a positive outcome. They get free use of the app for the time they had premium. He could have simply paid again and gotten premium back if he wanted to and had half a year free use but instead, he got even madder and threatened to sue. Once he did that, then all bets were off and he got banned from ever using the app again. Perhaps I over reacted there.
The reactions humans have are a constant source of amazement for me. -John Coryat On Monday, February 4, 2013 10:19:34 PM UTC-6, Tim in Boulder wrote: > > On 1/28/2013 4:58 PM, Nathan wrote: > > But we (or maybe just I) have one big disadvantage compared to someone > > who does support for a living. I'm financially and emotionally vested > > in the product and have the tendency to take things personally. > > Therefore, my first instinct for responding to a challenging email is > > probably not right. And my second one probably isn't either. And the > > one I finally send might be the one that gets me reported to my > > supervisor even if I see nothing wrong with it even after reading it > > over twice. > > Yeah, it's hard to deal with an irate customer. After you delete (but do > write -- it's therapeutic) the email where you tear him a new one, I > find it useful to step back an imagine what the real problem is, and > answer the question as if it had been phrased politely. > > I got one email where the customer was calling my game various names due > to frustration, and I sat back and replied that I was sorry he was > frustrated, that the level he was stuck on was particularly difficult, > and I pointed him at a YouTube video showing how to solve it. He was > super happy with my reply -- or that he got a civil reply at all -- and > it turned a frustrated/mad customer into one who promised to get all of > his friends to play. > > In a sense, it's a game you're playing. And if you get mad and the anger > escalates, no one wins. So play to win. ;) > > It does get easier after the first few successes. AND, grain of salt: > I'm talking about support for a game, and I know some of you guys have > far more serious products that could really mess up someone's day if > they weren't working as expected, so the stakes can be higher. > > Tim > -- You received this message because you are subscribed to the Google Groups "Android Discuss" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/android-discuss?hl=en. For more options, visit https://groups.google.com/groups/opt_out.
