March 10, 2006

...Learn TDD with Codemanship

More Atrocious Customer Service

I'm infamous for complaining about companies that, once they've got your money, completely fail to deliver. But if there's one thing that really gets my goat, it's sales people that are so bad they can't even be bothered to sell to you in the first place.

Enter stage right a sales representative from online meeting/conferencing technology company WebEx. I am investigating new and innovative ways of delivering training and coaching online to a worldwide audience. From their blurb, WebEx appeared to have just the right solution. So I apply for a 14-day trial. A sales guy called Kellog phones me the very next day. I think, "gosh, these guys are keen". (I also wonder how expensive this product is going to turn out to be...) Kellog arranges a 30-minute demo at 10:00 GMT (which was about 30 minutes ago). He sends me an email invitation with a link to click on to join the meeting. He even sends a reminder the day before the meeting is due to start.

So, at 10:00 on the dot, I dutifully click on the link, follow the joining instructions, install the WebEx Java client(which could be recording every keystroke I make for all I know), set up the microphone and headphones using their "audio setup wizard", and then I wait. And I wait. And I'm still waiting.

At 10:10 I send Kellog an email saying "ready when you are". No reply. So I wait some more. I've sent another email basically saying "hey, YOU arranged this demo". Still nothing.

Now, I know it may be the middle of the night where he is - actually, I never bothered to check where he is (it's not my problem) - but HE suggested the time and HE organised the meeting. If 5am's too early - and I suspect even for a hungry sales guy it might be - then he shouldn't have committed to it. I'm no sales expert (no really, I'm not), but don't the "Sales 101" books say something about keeping your promises?

So I told him to expect some bad publicity. Unlike Kellog and WebEx, I try to keep my promises :-)
Posted 15 years, 9 months ago on March 10, 2006