Re: [twitter-dev] Re: Support from a...@twitter.com sucks!!!
The GWT community was pretty responsive to inquiries and that made it a lot more appealing IMO. Email lists in general are a gamble and a haven for self promotion and the old diagnose a problem and offer a solution marketeers. I offered some pretty detailed research to some chiq that claimed to want feedback on social crm clients on here and she ignored me, her loss. I knew who she was though, kinda. Weak style. Support from MS sounds hellish, what do they do, how many numbers do they assign to you and how many times do they make you repeat yourself? On Mon, Jan 11, 2010 at 11:44 PM, M. Edward (Ed) Borasky zzn...@gmail.comwrote: I'm not labelling everyone as freelance / developers. I'm simply saying that as someone who doesn't have (yet) an established business relationship with Twitter, I'm getting treated very well. Better, in fact, than Microsoft treated me when I paid for support, and as well as ActiveState treats me where I pay support now. Of course, I haven't seen the hotel room prices for the developers' conference yet ;-) On Jan 11, 10:34 pm, Dewald Pretorius dpr...@gmail.com wrote: It is a big misnomer to label everyone as developers let alone as freelance. A good number of us actually run very serious businesses with substantial revenues. On Jan 12, 2:21 am, M. Edward (Ed) Borasky zzn...@gmail.com wrote: I've found Twitter's support of freelance developers to be *way* above average. Compared to Apple, Microsoft, or even Google, Twitter is a joy to work with. There's a sense of community here that I rarely see outside of pure open source projects like PostgreSQL, Perl, Ruby and Linux.
[twitter-dev] Re: Support from a...@twitter.com sucks!!!
On Jan 12, 12:27 am, Tim Haines tmhai...@gmail.com wrote: Twitter's been trying to hire new support staff for quite a while now. You'll probably remember Doug's email. From what I can determine, they've had no luck finding people, because it's still the engineers answering questions in here. They're stretched. Saying something sucks and following it with !!! probably doesn't help the moral of the guys who are helping - often out of hours from what I can see. I feel the frustration too, but there's definitely more constructive things you can do about it. Why not send out a tweet, or message to your other networks saying Twitter's looking for support staff? Tim. Well ... I've seen the Twitter job postings. They've got, what, 20 - 30 positions open? I'm guessing they've pulled in, since the jobs were posted on Twitter and many of the major Twitter-related blogs, probably close to 20,000 resumes, maybe 2,000 of which are from people actually qualified to do the work - people with track records. It's going to take a while to go through all of those electrons. ;-) And I think, in addition to not having all the people they need, there's another more interesting phenomenon here. Twitter is co- evolving with its user base and it's non-employee developer base. Twitter has evolved in many different ways, especially in the past year or so. It's a social media conversation platform, it's a real- time news feed, it's a huge text-based cocktail party, it's an evolving meta-language for Web 2.0, and it's even a search engine. ;-) I've been around a long time, and I can't remember anything that evolved as rapidly in more or less life on the edge of chaos fashion. Twitter is one of a kind.
[twitter-dev] Re: Support from a...@twitter.com sucks!!!
Twitter support in the past has been great. That is why it was such a shock and disappointment to get that absolutely worthless canned reply to my request. And it wasn't an automated reply from the Zendesk system. The reply was manually sent many hours later. It was clearly from someone who knows absolutely nothing about the Platform. Why is such a person even looking at and responding to tickets sent to api[at]twitter.com? On this forum, Twitter staff always tell us to send support requests, debug info, etc., to api[at]twitter.com. With all the millions in cash that Twitter has in the bank, one really does not want to hear about staff shortages. On Jan 12, 4:27 am, Tim Haines tmhai...@gmail.com wrote: Twitter's been trying to hire new support staff for quite a while now. You'll probably remember Doug's email. From what I can determine, they've had no luck finding people, because it's still the engineers answering questions in here. They're stretched. Saying something sucks and following it with !!! probably doesn't help the moral of the guys who are helping - often out of hours from what I can see. I feel the frustration too, but there's definitely more constructive things you can do about it. Why not send out a tweet, or message to your other networks saying Twitter's looking for support staff? Tim. On Tue, Jan 12, 2010 at 5:50 PM, Dewald Pretorius dpr...@gmail.com wrote: I sent very specific questions to a...@twitter.com, not knowing that it is now being automatically fed into the Zendesk Twitter helpdesk system. The answer I received back consisted of: - I suggest that you check out the API wiki for this information: http://apiwiki.twitter.com/. We also have a very active and helpful community athttp://groups.google.com/group/twitter-development-talk, where our API team interacts with developers on a regular basis. You may want to join the group to participate in conversations about topics like these. Hope that helps, Support -- Well, F-ING D-UH!! Thanks for nothing.
Re: [twitter-dev] Re: Support from a...@twitter.com sucks!!!
Dewald, I appreciate that the response email was probably not helpful to you, but there are reasons that the new zendesk-based system are greatly beneficial to the community. Surely we can tailor some of the responses so they are more specific to your inquiry (and we will do that), but it's important for us moving forward to have one ticketed channel that allows us to make sure we follow up to every response at scale. Previously those emails were coming into our personal inboxes where they could slip for weeks before we noticed them which left a developer hanging in the lurch the whole time. I would also ask of you that you assume the best of people's actions instead of following up with something as unconstructive as your first response. We are here working with you to continue to improve the system and a simple email calling out that the form response hadn't been helpful to you with a suggested email of what would have been more helpful is something we can work with you on. We are committed to building the best support we can and that can only be done through feedback from everyone on what is working and what isn't. We actually aren't getting a lot of resumes for the Developer Advocate role, so anyone on this list is interested in helping the community or knows of someone who is, please pass them along. The upside is if they do get hired they'll be in your debt :) So again, I do appreciate and hope you continue to give us feedback on how we are doing, but I hope in the future that it is in a more constructive format than your email here. Thanks, Ryan On Tue, Jan 12, 2010 at 7:59 AM, Dewald Pretorius dpr...@gmail.com wrote: Twitter support in the past has been great. That is why it was such a shock and disappointment to get that absolutely worthless canned reply to my request. And it wasn't an automated reply from the Zendesk system. The reply was manually sent many hours later. It was clearly from someone who knows absolutely nothing about the Platform. Why is such a person even looking at and responding to tickets sent to api[at]twitter.com? On this forum, Twitter staff always tell us to send support requests, debug info, etc., to api[at]twitter.com. With all the millions in cash that Twitter has in the bank, one really does not want to hear about staff shortages. On Jan 12, 4:27 am, Tim Haines tmhai...@gmail.com wrote: Twitter's been trying to hire new support staff for quite a while now. You'll probably remember Doug's email. From what I can determine, they've had no luck finding people, because it's still the engineers answering questions in here. They're stretched. Saying something sucks and following it with !!! probably doesn't help the moral of the guys who are helping - often out of hours from what I can see. I feel the frustration too, but there's definitely more constructive things you can do about it. Why not send out a tweet, or message to your other networks saying Twitter's looking for support staff? Tim. On Tue, Jan 12, 2010 at 5:50 PM, Dewald Pretorius dpr...@gmail.com wrote: I sent very specific questions to a...@twitter.com, not knowing that it is now being automatically fed into the Zendesk Twitter helpdesk system. The answer I received back consisted of: - I suggest that you check out the API wiki for this information: http://apiwiki.twitter.com/. We also have a very active and helpful community athttp://groups.google.com/group/twitter-development-talk, where our API team interacts with developers on a regular basis. You may want to join the group to participate in conversations about topics like these. Hope that helps, Support -- Well, F-ING D-UH!! Thanks for nothing.
[twitter-dev] Re: Support from a...@twitter.com sucks!!!
Ryan, Next time something like that happens, I will count to 10 before clicking the Send button. You may have noticed in the past that diplomacy is not an attribute that I will prominently feature on my resume, especially not when I am mad. However, that still leaves us with the original issue. You said, Surely we can tailor some of the responses so they are more specific to your inquiry (and we will do that). Ryan, what I want and need from you and your team, is a relevant, knowledgeable, and helpful reply to a support request. You know that I do not inundate you with emails to api[at]twitter.com, or even to your personal email addresses, even though I have many of those. Your 1st-line support staff should know what to escalate and when to escalate a request to an engineer. As you have seen from others in this thread, it is a slap in the face and an insult to one's intelligence to receive such an irrelevant reply to a bona fide support request. I have no problem with a canned response being sent to someone who is too lazy to RTFM. Thanks, Dewald On Jan 12, 12:45 pm, Ryan Sarver rsar...@twitter.com wrote: Dewald, I appreciate that the response email was probably not helpful to you, but there are reasons that the new zendesk-based system are greatly beneficial to the community. Surely we can tailor some of the responses so they are more specific to your inquiry (and we will do that), but it's important for us moving forward to have one ticketed channel that allows us to make sure we follow up to every response at scale. Previously those emails were coming into our personal inboxes where they could slip for weeks before we noticed them which left a developer hanging in the lurch the whole time. I would also ask of you that you assume the best of people's actions instead of following up with something as unconstructive as your first response. We are here working with you to continue to improve the system and a simple email calling out that the form response hadn't been helpful to you with a suggested email of what would have been more helpful is something we can work with you on. We are committed to building the best support we can and that can only be done through feedback from everyone on what is working and what isn't. We actually aren't getting a lot of resumes for the Developer Advocate role, so anyone on this list is interested in helping the community or knows of someone who is, please pass them along. The upside is if they do get hired they'll be in your debt :) So again, I do appreciate and hope you continue to give us feedback on how we are doing, but I hope in the future that it is in a more constructive format than your email here. Thanks, Ryan On Tue, Jan 12, 2010 at 7:59 AM, Dewald Pretorius dpr...@gmail.com wrote: Twitter support in the past has been great. That is why it was such a shock and disappointment to get that absolutely worthless canned reply to my request. And it wasn't an automated reply from the Zendesk system. The reply was manually sent many hours later. It was clearly from someone who knows absolutely nothing about the Platform. Why is such a person even looking at and responding to tickets sent to api[at]twitter.com? On this forum, Twitter staff always tell us to send support requests, debug info, etc., to api[at]twitter.com. With all the millions in cash that Twitter has in the bank, one really does not want to hear about staff shortages. On Jan 12, 4:27 am, Tim Haines tmhai...@gmail.com wrote: Twitter's been trying to hire new support staff for quite a while now. You'll probably remember Doug's email. From what I can determine, they've had no luck finding people, because it's still the engineers answering questions in here. They're stretched. Saying something sucks and following it with !!! probably doesn't help the moral of the guys who are helping - often out of hours from what I can see. I feel the frustration too, but there's definitely more constructive things you can do about it. Why not send out a tweet, or message to your other networks saying Twitter's looking for support staff? Tim. On Tue, Jan 12, 2010 at 5:50 PM, Dewald Pretorius dpr...@gmail.com wrote: I sent very specific questions to a...@twitter.com, not knowing that it is now being automatically fed into the Zendesk Twitter helpdesk system. The answer I received back consisted of: - I suggest that you check out the API wiki for this information: http://apiwiki.twitter.com/. We also have a very active and helpful community athttp://groups.google.com/group/twitter-development-talk, where our API team interacts with developers on a regular basis. You may want to join the group to participate in conversations about topics like these. Hope that helps, Support -- Well, F-ING D-UH!! Thanks
Re: [twitter-dev] Re: Support from a...@twitter.com sucks!!!
On 1/12/2010 9:45 AM, Ryan Sarver wrote: Dewald, I appreciate that the response email was probably not helpful to you, but there are reasons that the new zendesk-based system are greatly beneficial to the community. Surely we can tailor some of the responses so they are more specific to your inquiry (and we will do that), but it's important for us moving forward to have one ticketed channel that allows us to make sure we follow up to every response at scale. Previously those emails were coming into our personal inboxes where they could slip for weeks before we noticed them which left a developer hanging in the lurch the whole time. I would also ask of you that you assume the best of people's actions instead of following up with something as unconstructive as your first response. We are here working with you to continue to improve the system and a simple email calling out that the form response hadn't been helpful to you with a suggested email of what would have been more helpful is something we can work with you on. We are committed to building the best support we can and that can only be done through feedback from everyone on what is working and what isn't. We actually aren't getting a lot of resumes for the Developer Advocate role, so anyone on this list is interested in helping the community or knows of someone who is, please pass them along. The upside is if they do get hired they'll be in your debt :) So again, I do appreciate and hope you continue to give us feedback on how we are doing, but I hope in the future that it is in a more constructive format than your email here. Thanks, Ryan Ryan, We all appreciate the work you do and the support you give when we can talk to you.And I'm sure a lot of us have sent off e-mails when we should have counted to ten first. But even you can see that when you get an e-mail that is a form letter minus the filled out part, you get a little ticked off. We understand the pressures you're under; we just would ask that you understand the frustration we're under in return.
[twitter-dev] Re: Support from a...@twitter.com sucks!!!
If this is the level of support we can now expect from the Platform Team, we can just as well devour our stash of refrigerated salami sandwiches in one sitting and start coding for MySpace, LinkedIn and Jaiku instead. I am still marginally hopeful that this was just a major beaurocratic fuckup. On Jan 12, 12:53 am, Angel Robert Marquez angel.marq...@gmail.com wrote: ha, i got the same one, probably totally different detailed question. it felt like a kind personal rejection, until now. On Mon, Jan 11, 2010 at 8:50 PM, Dewald Pretorius dpr...@gmail.com wrote: I sent very specific questions to a...@twitter.com, not knowing that it is now being automatically fed into the Zendesk Twitter helpdesk system. The answer I received back consisted of: - I suggest that you check out the API wiki for this information: http://apiwiki.twitter.com/. We also have a very active and helpful community athttp://groups.google.com/group/twitter-development-talk, where our API team interacts with developers on a regular basis. You may want to join the group to participate in conversations about topics like these. Hope that helps, Support -- Well, F-ING D-UH!! Thanks for nothing.
[twitter-dev] Re: Support from a...@twitter.com sucks!!!
Some support requests contain confidential information that cannot be asked in a public forum like this. On Jan 12, 1:42 am, Cameron Kaiser spec...@floodgap.com wrote: Have you tried posting the question here? I'm sure Dewald has thought of that. -- personal:http://www.cameronkaiser.com/-- Cameron Kaiser * Floodgap Systems *www.floodgap.com* ckai...@floodgap.com -- If there was a hole, I would jump into it. -- Gackt Camui --
[twitter-dev] Re: Support from a...@twitter.com sucks!!!
I've found Twitter's support of freelance developers to be *way* above average. Compared to Apple, Microsoft, or even Google, Twitter is a joy to work with. There's a sense of community here that I rarely see outside of pure open source projects like PostgreSQL, Perl, Ruby and Linux.
[twitter-dev] Re: Support from a...@twitter.com sucks!!!
It is a big misnomer to label everyone as developers let alone as freelance. A good number of us actually run very serious businesses with substantial revenues. On Jan 12, 2:21 am, M. Edward (Ed) Borasky zzn...@gmail.com wrote: I've found Twitter's support of freelance developers to be *way* above average. Compared to Apple, Microsoft, or even Google, Twitter is a joy to work with. There's a sense of community here that I rarely see outside of pure open source projects like PostgreSQL, Perl, Ruby and Linux.
Re: [twitter-dev] Re: Support from a...@twitter.com sucks!!!
I like the community too, that is why when I received my canned ticket response I shrugged it off. : It is a big misnomer to label everyone as developers let alone as freelance. A good number of us actually run very serious businesses with substantial revenues. Either way, support is support a valid request should receive a valid response for whatever you think you are. On Jan 12, 2:21 am, M. Edward (Ed) Borasky zzn...@gmail.com wrote: I've found Twitter's support of freelance developers to be *way* above average. Compared to Apple, Microsoft, or even Google, Twitter is a joy to work with. There's a sense of community here that I rarely see outside of pure open source projects like PostgreSQL, Perl, Ruby and Linux.
