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- THIS is what happens when you try to get tech support at CraigsList!
- THIS is what happens when you try to get tech support at CraigsList. If you want to have a successful website, then you DEFINITELY want to do a lot better than this glaring example! Here is the entire conversation and responses. One thing is very certain after reading this: CraigsList evidently just doesn't give a damn about the people who actually use their website and have been using it for a LONG time, the people who helped making it as well-known and successful it has become. How on earth did tech support at a reputable website based in the USA become THIS BAD??? IT professionals, take care! Don't let this crap happen to your users, or you won't have users for very long!
- --------------------The conversation was as follows:
- Sent to me from Craigslist in response to a tech support request I sent:
- Re: PH (415) 617-____ [phone-other]
- Inbox
- 4:40 PM (1 hour ago)
- Thanks for contacting craigslist. Please review the following information
- carefully, it is very likely that one of these categories contains answers
- to your questions.
- ----------------------------------------------------------------------------
- General Information
- In some situations, users may be required to set up a craigslist user
- account (or log in to an existing account) to submit new posts. In
- addition, a valid working phone number may be required so that we
- canverify your user account. Phone authentication is used to help us
- enforce our terms of use, and more specifically, to keep the number of
- accounts users create to a minimum, thus preventing spam and overposting.
- ----------------------------------------------------------------------------
- The Process
- In the authentication process, you will be prompted to enter your phone
- number. Shortly afterward, you will receive an automated phone call or
- SMS that contains an authorization code. Enter this authorization code on
- the next page, and your account will be verified.
- ----------------------------------------------------------------------------
- Problems and Mistakes
- If you enter in the wrong phone number, please press ?call me again? after
- five minutes and enter in the correct phone number.
- Please consider that:
- You may only try to call a number once every five minutes.
- You may only try to enter in the code five times.
- You may only try three phone numbers per account every twelve hours.
- You may only receive three calls per account every twelve hours.
- ----------------------------------------------------------------------------
- Prohibited Phone Numbers
- Phone numbers from outside the US or Canada
- Voice Over IP (VOIP) phone numbers
- Blacklisted phone numbers
- ----------------------------------------------------------------------------
- Delinking Phone Numbers
- Phone numbers may be delinked from accounts in good standing 90 days after
- authentication. Craigslist reserves the right to refuse delinking of a
- phone number from a held account.
- So, I replied:
- 5:55 PM (1 minute ago)
- to phoneauth
- OK, now I'm unhappy! IF ANYBODY ACTUALLY READ MY LAST EMAIL, I would
- like to resend the last two sentences of it. They said, "Also, you
- might want to consider
- non-automated tech support replies to users. They are just annoying."
- CraigsList responded with yet another automated email which was
- unhelpful, repetitive, definitely without any respect, and most of
- all, it didn't tell me a thing whatsoever about the issue I am having
- with being able to place ads at all! Is your customer service actually
- THAT unmanned, lousy, automated and overall unhelpful? If I get one
- more automated reply from CraigsList, then it looks like I am dealing
- with the wrong people (or machines?) here, and CraigsList will end up
- being just another website among the galaxies of nobodies that are
- useless to me? If I find that out, it may even sadden me a little bit,
- as I have been using CraigsList for years. However, if THIS is what
- you call tech support, then you definitely have a SERIOUS user / admin
- issue (perhaps even including the way that you do your tech support or
- subcontract it or manage it or whatever).
- Now, just to be extremely certain that a person actually reads this
- email (as opposed to an automated response), and this actually comes
- to light, I am going to ask you to begin the response by including the
- sentence "I am trying to help you, sir." IF the response I get does
- not say EXACTLY those words n the FIRST SENTENCE of your response,
- then I will know for sure that no one is paying any attention to tech
- support. Furthermore, I WILL PUBLISH this entire conversation in as
- many places as I can find to put it on the internet, including MANY
- popular web review sites and social media networks, THUS SHOWING THE
- WORLD WHAT YOU DID TO ME HERE, AND WHAT YOU TREAT YOUR USERS LIKE.
- You might as well send a copy of all this over to your complaint
- department as well. If I get ANY reasonable response with "I am trying
- to help you, sir." as the FIRST SENTENCE, then I will only complain to
- you and not publish it. The ball is in your court, and when you
- respond, then I will know what is REALLY going on here. By the way, do
- you ALWAYS play games with your long time users LIKE THIS???
- 5:55 PM (0 minutes ago)
- Sent to me from Craigslist in response (same thing AGAIN!):
- Thanks for contacting craigslist. Please review the following information
- carefully, it is very likely that one of these categories contains answers
- to your questions.
- ----------------------------------------------------------------------------
- General Information
- In some situations, users may be required to set up a craigslist user
- account (or log in to an existing account) to submit new posts. In
- addition, a valid working phone number may be required so that we
- canverify your user account. Phone authentication is used to help us
- enforce our terms of use, and more specifically, to keep the number of
- accounts users create to a minimum, thus preventing spam and overposting.
- ----------------------------------------------------------------------------
- The Process
- In the authentication process, you will be prompted to enter your phone
- number. Shortly afterward, you will receive an automated phone call or
- SMS that contains an authorization code. Enter this authorization code on
- the next page, and your account will be verified.
- ----------------------------------------------------------------------------
- Problems and Mistakes
- If you enter in the wrong phone number, please press ?call me again? after
- five minutes and enter in the correct phone number.
- Please consider that:
- You may only try to call a number once every five minutes.
- You may only try to enter in the code five times.
- You may only try three phone numbers per account every twelve hours.
- You may only receive three calls per account every twelve hours.
- ----------------------------------------------------------------------------
- Prohibited Phone Numbers
- Phone numbers from outside the US or Canada
- Voice Over IP (VOIP) phone numbers
- Blacklisted phone numbers
- ----------------------------------------------------------------------------
- Delinking Phone Numbers
- Phone numbers may be delinked from accounts in good standing 90 days after
- authentication. Craigslist reserves the right to refuse delinking of a
- phone number from a held account.
- Reply
- Forward
- **********************************************************************************************
- One more thing:
- Even after all of that unnecessary bullshit, at the end of the day, I never got my original issue so much as even addressed. These guys are ASLEEP AT THE WHEEL!!
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