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
@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 Yes, exactly. Getting no resolution within 24 hours is totally reasonable. Getting no *response* within 24 hours? That's not.
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 Most of our support tickets during business hours were handled within three hours or less, and the more complicated ones were certainly responded to in order to indicate that they had been read and were in progress, even when no additional information was required.
I didn't find his initial wording to be any more aggressive than a typical annoyed customer and at the least on par for politeness with the bulk of tickets I've gotten.
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.