Jamie – as the above postings have proven though, people come here to get a response, and that’s not a good business model for ANY business. Once you open the gate, that’s how customers expect to communicate. If you don’t open that gate, unhappy customers would be left with phoning and emailing (the correct way of dealing with an issue – by the customer and the business).
And I do seem to remember that Brant wound enough folk up in his time :wink: Posting on a forum can end in a no-win situation. I know for a fact I would be sacked if I posted lengthy “resolutions” on our company Facebook page, or in a web forum. If there was a complaint I’d message the customer, asking for their details, so that I could phone them to resolve the issue.
I’ve seen it time and time again, and that is the quickest and easiest way to resolve an issue. Putting discussions out in pubic, as has happened here (many, many times) is NOT good for business. Far too risky.
As a customer, I also would not use the forum for such communications. If a business replied to a thread for some reason (I wouldn’t ask or expect them too), I’d just ask them to phone me to resolve the issue.
Example, as above. PX PM’s customer, gets order number and phone number, calls them, resolves issue and perhaps gives a voucher as a goodwill gesture. Problem solved. It should never get as far as it has.
PS – if PX want’s a customer care representative give me a shout. I can work a telephone.