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steph replied on May 29, 2009 09:39 to the problem "please fix twitter support process" in Twitter:
Thanks Charles, you solved the problem for me!
I know you guys are overloaded -- still, I'm sure there is stuff that can be done (well, like what you just did for me here) to help make it less frustrating for us. I'm certain you know all this -- but getting robot mail after robot mail really sucks when you're stuck.-
steph replied on May 28, 2009 09:03 to the problem "please fix twitter support process" in Twitter:
please use #fixsupport if you tweet this. -
steph started following the problem "Twitter support requests are automatically closed. How do you reach support?" in Twitter.
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steph reported a problem in Twitter on May 28, 2009 09:01:
please fix twitter support processI love Twitter. I've had an account since 2006. I've convinced more people than I can count to sign up for the service.
But their customer service, right now, sucks.
I'm not alone (a quick search here on Get Satisfaction):
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
I could continue...
My plight? Created an account for my stepmom. She mistyped her e-mail address, and messed up her password. So, we're locked out of the account.
- I reported the problem on Feb 20, it was closed Mar 13
- I reported it again on Mar 20, it was closed May 27
- I reported it again May 27
To add insult to injury, the e-mail notifying me that "Twitter hasn't been able to get to my request", states "If none of these resources have helped you and your issue is urgent, please reply to this email and let us know." -- I replied to the e-mail, and got a bounce, telling me I couldn't update a closed ticket.
Twitter, if you close my ticket, don't tell me I can update it.
It's not enough to have a way for people to send in support requests. I'm sure there are people behind the scenes working on the tickets, but obviously, either they are completely understaffed or their processes are broken.
There should be a clear process other than "e-mail support" for people locked out of their accounts.
Getting robot answers to requests there clearly is no "self-help" for does not give me the impression Twitter cares one bit about my experience as a customer -- though I'm sure they do care, they're not doing much to show it.
So, Twitter -- aside for my original request and problem, here's another one: your support needs some work. I know you have lots to deal with on the support front, but that shouldn't be an excuse for providing shitty service to your users when they're in trouble and need your help.
Thanks for listening. -
A comment on the problem "We want all @ replies reinstated" in Twitter:
Agreed. Main reason I want partial conversations is not to follow new users, it's simply to have access to all the "twitter-life" of the people I follow. – steph, on May 13, 2009 21:22 -
steph replied on May 13, 2009 21:13 to the problem "We want all @ replies reinstated" in Twitter:
I think that maybe a way to make the old setting less confusing is to make it a checkbox saying:
- hide @replies directed to people I don't follow
Simple, no?
It could even be checked by default. -
steph replied on May 13, 2009 06:37 to the problem "We want all @ replies reinstated" in Twitter:
This happened already 2 years ago, almost exactly. Please, Twitter: at the time you backstepped, which seems to mean you recognized it was a mistake, right? I really hate missing out on the part of my friends' tweets which does not directly involve me. Please bring the option back.
Two years ago, we loved our partial conversations: http://climbtothestars.org/archives/2... - we still do. -
steph started following the problem "We want all @ replies reinstated" in Twitter.
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steph reported a problem in Tumblr on May 10, 2009 10:44:
Flash 9 required for listening to audioA few weeks ago, Tumblr started telling me that Flash 9 was required to listen to audio posts. I used to be able to listen to them fine. What's happened here? As far as I know, I have Flash 9 installed (Firefox, OSX -- works fine in Safari) -
steph shared an idea in Buxfer on May 06, 2009 09:39:
Inactive Twitter account: point to here?After sending a few messages to your Twitter account, I realised it was inactive and had been for many months. How about putting a last tweet saying "we're not here, but find us on Get Satisfaction" with the URL? -
steph asked a question in Buxfer on May 06, 2009 09:38:
Tags shouldn't be case-sensitiveAs I use both the web interface and my iPhone to enter transactions, I end up having duplicate tags for almost everything: Food and food, cff and Cff, Train and train.
I think Buxfer should either make tags case-insensitive or allow us to define alias (Cff = cff).
Thanks!
An extra idea: quick workaround would be to allow people to rename tags to an already existing tag. I could rename Manger to manger and that would replace all my Manger tags by manger, even though manger already exists. -
steph started following the idea "Income as a budget category" in Buxfer.
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steph reported a problem in Buxfer on May 06, 2009 09:34:
accented characters mess up tagsI've noticed this particularly with the iPhone interface. When I input an accented character, the tag gets chopped off right after the accent. I'm a French speaker, and this is very annoying for me.
I've noticed this elsewhere on the site but I can't remember where exactly (maybe in transfer rules). I've also had descriptions get chopped off when containing accented characters.
There's probably some encoding problem somewhere in your code ;-) -
steph started following the idea "Please use Twitter's OAuth support" in Twe2.
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steph reported a problem in Twe2 on April 03, 2009 09:52:
please drop the password anti-patternOAuth please?
Could we please authenticate with OAuth? It's available now. http://apiwiki.twitter.com/OAuth-FAQ
The password anti-pattern should really be banned. You probably know a few shady 3rd-party Twitter services did bad things with people's passwords, so there really is a risk out there. I'm sure you're good guys, but you really should not be teaching people to keep giving out their passwords.
http://adactio.com/journal/1357
Thanks! -
steph replied on April 01, 2009 10:07 to the problem "Still can't copy-paste anything from the cards" in Poken:
Cool, thanks for keeping me informed. I did get the feeling that my "still not satisfied" state about my other posting hadn't been seen, so it's nice to know that's not the case!
Looking forward to copy-pasting in future... -
steph reported a problem in Poken on April 01, 2009 10:05:
broken/dead pokenOne of the Pokens in the packs I ordered seems to have died. It will do the ghost light and flash when you double-click through the different modes, but it refuses to poken with anybody. It pokened 4-5 times just after activation, and then... nada.
What do we do? Is it a known problem? Can you exchange it? -
steph asked a question in Poken on March 31, 2009 10:12:
is meetup.com a Poken product?under products for Poken, there is meetup.com (I added the poken product a little while ago because I felt stupid checking "meetup.com" for Satisfaction to give me the green light on my questions/problems/suggestions).
Maybe a member of staff could remove it? -
steph reported a problem in Poken on March 31, 2009 10:10:
Still can't copy-paste anything from the cardsI'm finding this increasingly annoying: it's not possible to copy-paste any information (phone number, e-mail address) from my contacts on the Poken website.
I reported this nearly a month ago: http://getsatisfaction.com/poken/topi...
Now I'm starting to be doubly frustrated, because after an initial answer from Poken staff, which did not solve the problem or give me satisfaction, it seems the thread has been ignored.
So, could we please be allowed to copy-paste e-mails and phone numbers from our contacts? I don't want to export vcards for all of my contacts. It seems really bad usability to me to prevent something as basic as copy-paste in this case...
Or maybe there is a real reason for this that escapes me?
Thanks for your attention... -
steph started following the problem "Oath vs passwords" in Poken.
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