[run4yourlives]

To be fair, I don't think the President (Jason) responding to Matt (a high-profile user) in a forum both contribute to is an example of shining customer service.

Key relationship building, certainly, but that's a different metric.

[Poiesis]

To be fair, I wouldn't be at all surprised if Jason doesn't have the foggiest idea if Matt is a high profile user. He (or rather, 37s) is like Kibo: mention that you had a bad experience from them online, and WOOSH! there he is.

Now, I'm not privy to what happens next, but assuming what happens next is an honest attempt to make things right, why wouldn't you want a company doing that?

Obviously it helps them to appear responsive and to get the "dirty laundry" more out of the public eye, but a private exchange is probably more appropriate for individual incidents anyway.

Where it goes wrong is when you have people from a company searching the internets and having something like a team of lawyers descend, or a lackey with absolutely no authority or ability to fix the problem. Or astroturfing. But the president, offering a direct contact to help? Assuming the damage is already done, I can't see any better way to respond.

[edit]: one more thing: He says, "sorry you had a bad experience with our support folks. If you had a problem I definitely want to hear about it."

The first thing there is "sorry". Not "We pride ourselves on...", or "What was the problem?", or even simply "Give us a call", but rather: "Sorry". This means a lot. The customer is not put in a position of having to defend why they had an experience; 37S is taking for granted that he/she is upset, and is trying to make it right. There's not an assumption by the company of "I'm sure we didn't screw up", but--if not an assumption that they screwed up--at least an open mind that they could have screwed up. yeah, they are known for great customer service, and for good reason. But to stay on top of that, from the company's perspective, is to constantly entertain the possibility that you could be wrong.

[run4yourlives]

To be fair, I wouldn't be at all surprised if Jason doesn't have the foggiest idea if Matt is a high profile user.

I'm actually pretty sure he does. This is simply based on observations of previous threads that I appreciate you may not have had as of yet.

Now, I'm not privy to what happens next, but assuming what happens next is an honest attempt to make things right, why wouldn't you want a company doing that?

I don't recall saying that I didn't. I think you are overreacting to my comment without fully understanding it. I'm a pretty big fan of 37S overall, mainly because I like their "we're building a successful company, not a buying opportunity" message.

That doesn't mean I'm going to give credit where credit is not really due.

[mattmaroon]

I don't think I'm a high-profile user in any regard. I think we have whatever pricing plan is second or third from the bottom.

I will try to dig up the email thread, though it was quite some time ago. I just gave up on trying to use the email to comment feature, and as a result offloaded most of my personal to-do management to Outlook (which kinda sucked) and then Evernote.

I don't remember exactly why I was unhappy with the support. I do remember the support person asking me for more information and not having the foggiest idea why she (I think her name was Sarah) couldn't just look it up somewhere herself.

Regardless, I didn't mean it to air any dirty laundry. They have a reputation for poor service, which was my real point.

[run4yourlives]

High Profile HN user, not basecamp user, just to clarify.

[fallentimes]

This more of a case in point than a because of. 37s has always had very very responsive customer service.