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 for nothing.
