Author Topic: Thank you for redifining Customer Service  (Read 6701 times)

Offline lifestyleofworship

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Thank you for redifining Customer Service
« on: February 28, 2008, 07:51:18 PM »
 (B)

In an age of "customer swervice", where people who should be helpful will do all that they can to avoid the customer's needs - COMODO is defining a new standard of actually caring for their clients.  Madness!

The process of purchasing and installing a SLL certificate is complicated and time-consuming for someone unfamiliar to the process, and I just wanted to post a huge thank you to Lyndsay in Tech Support for more than once coming through for us. 

While in the middle of launching a new web environment, and under a time crunch, Lyndsay was not only cordial - but professional, knowledgeable and efficient.  Every company should have a truckload of Lyndsay's on board. 

We are still in the process of installing HackerGuardian, but everything else is up and running thanks to Lyndsay and the COMODO support team.

Every technology company should learn from your balance between proficiency and personal touch.  :-TU

A big COMODO fan,

John Mandeville
LifestyleOfWorship
www.lifestyleofworship.com

Offline Melih

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Re: Thank you for redifining Customer Service
« Reply #1 on: February 28, 2008, 09:00:13 PM »
John

We really appreciate your kind words.
thank you very much indeed

Melih

Offline nobaloney

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Re: Thank you for redifining Customer Service
« Reply #2 on: February 29, 2008, 08:09:31 PM »
Melih, when I read lifestyleofworship's post and your reply I really didn't know whether to laugh or cry.

Today we received an email from Comodo; the subject was: Comodo Partner Account Changes. The body of the email appeared completely empty in our email client.

The email marketing program you're using, Email Marketer Business Edition 1.80 appears completely broken; it produces an email with this content header:
Quote
Content-Type: text/plain; charset=iso-8859-1
Content-Transfer-Encoding: base64
and body text that looks like this:
Quote
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There's also a similar section for text/html; I won't bother you with the contents of that one; it's similarly unredable.

Okay, maybe it's because I use a non-standard email client,kwrite.  So I forwarded it to an account where I could read it with squirrelmail and with uebimiau, two popular webmail clients.  Same problem.

I forwarded it to an associate who uses Outlook.  Same problem.

So now all I know is that you've changed something and haven't told me what.

The auto-attendant on your U.S.-based telephone system says you're open until 8PM US Eastern time, and i was on hold over a half hour (approximately 5PM) and eventually gave up because I got tired of listening to electronic voices and music.

I sent emails to two email addresses I have for your company; both bounced; no such address.

Yes, I guess you might have redefined customer service, after all  :-TD .

Today because I couldn't find out what your new partner account changes include, you lost a two-year cert sale.

How about sending me something I can read?

Thanks.

Jeff

Offline Melih

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Re: Thank you for redifining Customer Service
« Reply #3 on: February 29, 2008, 10:13:57 PM »
hi Jeff

sorry about that.
we were moving our offices to a larger space today and things were more than hectic.

You know, good customer care doesn't mean we will get things right 100% of the time, we do try, but noone can guarantee and I am not sure if there is a company out there who gets it right 100%. To me a good customer care means, not only are we going to do our best to get it right but when we miss the mark, we will be there to fix it and learn from it so that we can offer even better service next time around.

BTW: I think this email was about informing you about multi year cert offerings (4-5 year cert) etc. I don't believe anything has changed in your account as we have to give a min of 30 days notice to change things materially.

Hope you can forgive us, as we are always here, albeit sometimes unreachable when we are moving our offices which doesn't happen very often, to help!

thanks
Melih

Offline nobaloney

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Re: Thank you for redifining Customer Service
« Reply #4 on: March 03, 2008, 08:13:20 PM »
Thanks for your reply.  Today I received a plaintext version of the announcement.  There were some other important points in the email, which I shan't disclose here because they appear to be information for resellers.  Is there a private reseller forum?  If not there should be.

Again thanks.

Jeff

Offline Melih

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Re: Thank you for redifining Customer Service
« Reply #5 on: March 03, 2008, 08:42:17 PM »
Thanks for your reply.  Today I received a plaintext version of the announcement.  There were some other important points in the email, which I shan't disclose here because they appear to be information for resellers.  Is there a private reseller forum?  If not there should be.

Again thanks.

Jeff

I do agree with a need to create a private reseller forum..

I will pass it on to marketing guys to see what they can do..in the meanwhile pls feel free to PM me with any thoughts you might have.

thanks

Melih
« Last Edit: March 03, 2008, 08:44:04 PM by Melih »

 

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