wow uh
so I liked roll20 when I've used it but I don't think I can in good conscience support a company who considers *this* to be customer support
https://old.reddit.com/r/DnD/comments/9iwarj/after_5_years_on_roll20_i_just_cancelled_and/
defending roll20 slightly
@InspectorCaracal I've worked in customer support for a small online business, and I think this person's demands are a little unreasonable.
Their initial banning was not good, but when they threatened to take aggressive actions after not getting a response for 24hrs? That would make me put them in the "problem customer" pile – there's lots of stuff the customer support person has to deal with, and a banned person being aggressive about being banned is lower priority
re: defending roll20 slightly
@lizardsquid I have also worked in customer support for a small online business, though, and I think expecting to have gotten some kind of response withing 24 hours is perfectly reasonable? In fact, the company I worked for had a strict policy of responding to every single ticket within 24 hours.
re: defending roll20 slightly
@InspectorCaracal maybe?
The company I worked for was small enough that I was the ONLY technical support person, and I was only 100% available one day a week, so I definitely have a different perspective.
Following up within 24 hours should happen, though – even if it's just "we'll look into this and get back to you"
re: defending roll20 slightly
@lizardsquid honestly it's just that it's not any one particular thing in the process that's like, "this is where they fucked up", it's that the whole chain shows a pattern of sketchy/bad decisions on their part that make me REALLY not want to touch their site again.
Like, every single decision point the roll20 staff had, they made a bad decision or handled the situation badly. Any one of them on their own would've been okay, but all of them together?
re: defending roll20 slightly
@lizardsquid Yes, exactly. Getting no resolution within 24 hours is totally reasonable. Getting no *response* within 24 hours? That's not.