Yes, this is a Tuesday post – something I stopped doing about a month ago but because you were all so helpful last week with my email/computer troubles - for which I am grateful - I want to bring you up to date.
As noted on last Saturday's post, on Friday a Dotster representative, Danny, telephoned and after a pleasant chat, he said he would make certain my problems are entirely resolved. That's not a quote but it's close.
He also gave me what he said are his direct phone number and his office email address.
Soon thereafter, I received an email from the Dotster “team” that appeared to charge me $29.95 for “email client configuration.” Your big-mouth blog proprietor here dashed off a less that polite email in return before she noticed the fee had been waived.
Nevertheless, it left me wondering how thorough a fix this will be if the charge is only $29.95 and after all the changes I have made at Dotster help people's suggestion, the problems appear to me to be way messier than can be fixed with a standard email configuration.
But hey, if I knew what to do, I wouldn't need help so I let it go for the weekend except for the endless frustration of email constantly disappearing from my inbox, among other issues.
In Monday morning's email, a boilerplate message advised me to choose a day and time for Dotster to take control of my computer for the fix. With their demand for 24-hour notice, Monday was ruled out and I'm busy today so I had to choose Wednesday morning and asked for a confirmation.
As of Monday evening, no response.
Additionally, the “team” email informed me that a phone call is not allowed during the remote session to configure my email and no other help for connection problems or email client functionality are included in the fix.
That runs counter to Danny's assurance that he will see that my email problems are solved. In addition, he has not he responded to my email asking for a phone call to discuss the perameters of the help session.
Why, do you suppose, there are alarm bells going clang, clang, clang in my head?
You know, it is not difficult to keep customers happy. Charge a fair price, deliver the product and when something goes wrong, fix it. And if, as in this case, you have ignored the customer for weeks, you might try an apology and follow through with what you say you will do.
How hard is that?
Well, so far it appears to be difficult for Dotster. God I hope I'm wrong and if so, I will issue a public apology. But I don't feel good about any of it so far.
I tell you all this today because such bad behavior from companies whose services we pay for is widespread and I think it wasn't always this way. I think it has changed in our - elders' - lifetime.
Do you agree? If so, what do think has caused it to change so dramatically in our lifetime?