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Thursday, September 12, 2013

It works on my system !

image I am sure many of us are familiar with this message “It works on my system”.   I recently got the same answer not from a developer but from the customer service team of the popular loyalty card.   As a card member, I couldn’t login to my account and reached out the customer care team through their Twitter help service.

There you go, I got the most popular answer  “we've been unable to replicate your problem here“.  

How do you deal with that response as a customer ?   What does that response reflect on their IT competitiveness ?   You report a defect to one of your developers and you hear this response back, how do you feel ?

2 comments:

Dave McNulla said...

When a dev says that to me, I say "then let's ship your system." If a vendor told me that, my reaction would be different. I'd say "I am unable to reproduce your success. I will try to find a workaround, such as using your competitor."

There could be situations that a vendor just doesn't want the customer because the cost is higher than the benefit. For instance, say the user is still on IE6. It's a business decision. The decision-making is a two way street. Customers can 'vote with their feet', or with their money, or with their eyes if it's a free service.

Venkatesh Krishnamurthy said...

+ 1

Thanks Dave for your sharing your thoughts.

Nowadays, some businesses are so complacent that they don't care for customers any more. The only answer to complacency is innovation.