bad client support! VENT THREAD

[maxpower]

My guess is this year or next year will be the end of NATS as a must have independent service anyway, consolidation is the name of the game in these times. :morning:

[gaybucks_chip]

To be fair, I've never heard of TMM (NATS) ever being totally unresponsive to anyone. For a while, they were a little slow, and they used to have almost no support on weekends or evenings, but that's improving too.

It's not that their support is bad, it's just that you never get the sense they *appreciate* your business, and I've heard that from programs 10 times our size. I've never gotten the sense they take better care of bigger programs over smaller ones, just that, in general, they are a bunch of tech geeks with a good product and reasonable support, but no sense of what it takes to make customers feel good about spending $150-700/month with them.

[samebb]

Well i cant speak for other countries, or the USA, but here in the UK telephone support for anything, from cell phones, to banks, you are always treated and spoken to with the up most respect and spoken to in a polite manor.

Maybe i am to used to be treated like a fellow human on the telephone, and need to except that a lot of companies in other parts of the world are quite happy to be rude to clients and customers.

[basschick]

it's not like that here at all.

in the last year, i've needed more customer service across the board than i ever needed in the past and only 2 companies were satisfactory to deal with in mainstream. in fact, i have been well treated by only 2 mainstream company in the last year - whole foods and trader joes - and they stood out. my host is very responsive, too - but other than that, i've been spoken to rudely, ignored, put on hold for over 10 minutes at a time, had my emails not responded to at all and responses that took up to a month or my problem was simply not resolved by probably over 25 companies.

google, btw, was the worst. they never solved my issue at all and it appears i may have to take legal action

Well i cant speak for other countries, or the USA, but here in the UK telephone support for anything, from cell phones, to banks, you are always treated and spoken to with the up most respect and spoken to in a polite manor.

Maybe i am to used to be treated like a fellow human on the telephone, and need to except that a lot of companies in other parts of the world are quite happy to be rude to clients and customers.

[samebb]

=====Update====

I have spoken to Mr Albright on ICQ just a few minutes ago. He was very apologetic for his employees phone manor, explained the whole situation to me, and managed to get my problem sorted in under 5 minutes.

Im very happy with the response from Mr Albright, so thumbs up to NATS again from me. He also informed me they are planning to employ a new member of staff to deal with clients directly, and also Kim's replacement is starting on monday.

Thanks TooMuchMedia for helping me out.

[Chilihost]

Since we are venting about TooMuchMedia - please guys get a merchant account and start doing rebills on a credit card, this paypal shit sucks having to do a manual payment every month.

cheers,
Luke

[samebb]

Since we are venting about TooMuchMedia - please guys get a merchant account and start doing rebills on a credit card, this paypal shit sucks having to do a manual payment every month.

cheers,
Luke

TOTALLY agreed with that!