Comments on: Customer Support Philosophy http://blog.spry.com/2007/08/31/customer-service-support-philosophy/ VPS, Shared, Dedicated Hosting Thu, 20 Nov 2008 08:32:52 +0000 http://wordpress.org/?v=2.6.3 By: todd http://blog.spry.com/2007/08/31/customer-service-support-philosophy/#comment-89 todd Tue, 11 Sep 2007 17:18:43 +0000 http://blog.spry.com/2007/08/31/customer-service-support-philosophy/#comment-89 Thanks for your comments, and for pointing out the broken link on our site. We have a few forum posts that address the metered/unmetered plan differences here: http://forums.spry.com/showthread.php?t=1335 and here: http://forums.spry.com/showthread.php?t=168 Thanks for your comments, and for pointing out the broken link on our site. We have a few forum posts that address the metered/unmetered plan differences here: http://forums.spry.com/showthread.php?t=1335 and here: http://forums.spry.com/showthread.php?t=168

]]> By: Steve Goodman http://blog.spry.com/2007/08/31/customer-service-support-philosophy/#comment-88 Steve Goodman Tue, 11 Sep 2007 14:54:44 +0000 http://blog.spry.com/2007/08/31/customer-service-support-philosophy/#comment-88 Hi Todd, It's great to see that Spry has such a dedication to customer service. As a potential client, I appreciate the customer education angle as well. Y'know, teach a man to fish... Unfortunately, in attempting to learn more about your VPS plans, I ran into the following quagmire. You offer several VPS plans with unmetered bandwidth, which is obviously very attractive to customers, and is surely a great sales pitch. Whoever is responsible for the front end website knew this, and has a bullet point specifically addressing unmetered bandwidth: "For more info please view our Unmetered Bandwidth page." What a great suggestion! That's exactly what I'd like to do! I'll just click on the link to your Unmetered Bandwidth page... oh, it's not a link. And there's no search function on the website. And there's no mention of such a page in the site map. I'm sure you're not responsible for the front end site, but I figured this comment on your blog would get to someone who could make a difference faster than going through the sales channel. Customer service starts with creating customers, right? Anyway, if I could find out about unmetered bandwidth somewhere, it would be much appreciated. Thanks for your patience with this comment! Hi Todd,
It’s great to see that Spry has such a dedication to customer service. As a potential client, I appreciate the customer education angle as well. Y’know, teach a man to fish…

Unfortunately, in attempting to learn more about your VPS plans, I ran into the following quagmire. You offer several VPS plans with unmetered bandwidth, which is obviously very attractive to customers, and is surely a great sales pitch. Whoever is responsible for the front end website knew this, and has a bullet point specifically addressing unmetered bandwidth:

“For more info please view our Unmetered Bandwidth page.”

What a great suggestion! That’s exactly what I’d like to do! I’ll just click on the link to your Unmetered Bandwidth page… oh, it’s not a link. And there’s no search function on the website. And there’s no mention of such a page in the site map.

I’m sure you’re not responsible for the front end site, but I figured this comment on your blog would get to someone who could make a difference faster than going through the sales channel. Customer service starts with creating customers, right?

Anyway, if I could find out about unmetered bandwidth somewhere, it would be much appreciated. Thanks for your patience with this comment!

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