I mentioned previously that I was in Tucows purgatory for three weeks after paying them $52 for an expedited submission. I’m currently out of that, thanks to a recommendation from a fellow developer at the Organization of Independent Software Vendors to contact Greg, their webmaster, and stunning customer service of the type which I always advocate giving. It included an apology, an offer to give me a total refund, a choice between the refund and a $100 credit against further services (smart move: it keeps me invested in my business relationship with them — I took it), and listing the software immediately. Yay. I’m going to post my letter to them later because its, in my opinion, a good example of how to phrase a customer support request to get what you want, and succeeded pretty brilliantly. Even business owners are customers roughly half the time, right?
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Patrick McKenzie (patio11) blogs on software development, marketing, and general business topics
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Hey Pat,
Good to see you got it sorted! Wasn’t it at the BOS forum where they told you about Greg?
Tucows treats software authors very badly. Perhaps they treated you well because you made noise in the forums.
I prefer a company who treats their customers well by default without having to make noise, to a company who mistreats customers and only treats well the 0.01% who post in the forums and complain loudly.
Tucows is a bad, bad company.
+1 to above post.
ggg