I'm really, really upset about a conversation I had with a colleague of you. I feel ignored and stupid, just by trying to understand your product. This isn't acceptable. I want to file in a complaint.
As you can see in the ticket that Christan Cox was handling, I was trying to understand what was happening to the view that I am creating. Instead of taking the time to help me figure out what was going on, Christian just ended the conversation, telling me he isn't making any progress with explaining what is happening. I've asked you guys many things in the past and every time we worked it out. Instead of blaming me on not understanding and without even giving me the opportunity to react by cutting of the chat, you can also look at the way you're explaining. This is one of the worst customer service experiences I EVER had, making me feel like I did something wrong and like I'm a dumb person not worth your time. I've always been very nice to you guys. This is no manner to speak to someone, especially not a PAYING CUSTOMER. While in this case I wasn't trying to ask for custom css or anything that falls outside of the support that you're offering. I'm just trying to understand the product that I paid a lot of money for, using the support system you guys are offering. If chat isn't something you can deliver, don't offer it. Even worse, I was contacting you because I wasn't happy with the help that I got from your other colleague.
I expect someone to help me with my issue and address my complaint. This is UNACCEPTABLE.
I located the chat you had with Christian and read through the discussion.
It is clear that you were having trouble understanding each other, but Christian's attitude was extremely disappointing and falls very far short of what is expected from our team, and for that I am sorry.
We are just about to sit down with Christian (as well as the other team members) as part of our quarterly reviews, and we will handle this internally then.
In the meantime I can only apologise once more and ask, do you still need help with the issue you began in the chat with Christian?
Thank you Nigel. I looked back at the conversation and read it a couple of times, to be absolutely sure I'm not overreacting. I thought giving it some time would maybe change my perspective on it. And I still think that it was very rude how Christian reacted. I don't see that it even took a half an hour and his responses with caps lock on were very out of place. I had the impulse to change my password, just in case Christian would be angry with my complaint and mess up my website. Looking back on that idea, I know that this wouldn't happen. But that a thought like that comes up, tells me my trust has been seriously damaged. And it's so weird, since I even complemented him about his personal assistance in the past. It gave me a very bad feeling, making me insecure even asking another question. I was typing my response about me not liking his way of acting, and he was telling me he wanted to close of the chat if I didn't respond. It made me think he did it on purpose, so I couldn't react. That's just bad.
I've been working at customer support centres myself a lot in the past. I can imagine some times you just have a shitty day and don't feel like repeating yourself. But this type of behaviour is bad for everyone and in any circumstance just not justifiable. I'm happy to hear you'll discuss it with the team and I really hope this won't happen again. I love Toolset and couldn't see myself working without it any more. So I hope you guys see I really don't like having this type of conversation with you. I want you to succeed!
Your other colleague helped me very well, so the issue I contacted you guys for is solved now. Thanks!
