Customer service sucks

[dougo]

Still no word from Google about the Gmail bouncing problem, but Yahoo's blog mentions it. It also points to an article about other customer service problems:

Since June, he was told, Earthlink's mail system has been so overloaded that some users have been missing up to 90 percent of their incoming e-mail. It isn't bounced back to senders; it just disappears. And Earthlink hasn't mentioned the problem to these affected customers unless they complain.
[...]
One thing I learned from this experience was that Megapath, seeking good customer service stats, times out its trouble tickets WHETHER THE PROBLEM IS ACTUALLY FIXED OR NOT. If you want them to keep working on the problem you have to keep opening new trouble tickets. And one important measure for them of customer satisfaction is the percentage of trouble tickets that are closed which, of course, has to be nearly 100 percent.

Yesterday, Scott Adams wrote: "Experts say that the most loyal customers are not the ones who had a flawless experience, but the ones who had a problem that was resolved." For all I know, he pulled these "experts" from his butt, but it does ring true. But at this point, even after Gmail fixes the problem, my loyalty is shaken.