Suggestion Box

That won't fly

Posted By: Rusty Starfish
Date: 22 Dec 03, 6:49 pm

In Response To: Problems (Chris Kelly)

"Have you ever taken your car to a mechanic, only to have the squeaking noise stop once you get there?"

Not a good analogy. Try this one:

I take my car to get the oil changed. I've been going to this same place for a while now, because they always do a good job. Then one day I'm leaving their shop, I drive a couple of blocks and my engine blows up. I walk back to the oil-change shop and ask them what they did differently. Their response? "Could be the gas you're usin'. What kind of gas are you burnin' in that thing, anyway?" Then they turn to their other customers and ask "Do any of you burn the same kind of gas this guy does? Uhmmm, how about make of car? Do any of you drive the same kind of car? You do, ma'am? Has your engine ever blown up on you? It hasn't? Well then, sir, the problem is obviously your engine."

The fact remains that I'm not doing anything any differently than I've been doing for the last few months. Apparently, you guys have a hard time believing that; that baffles the living heck out of me. I'm not the most intelligent guy in the world, but the first thing that occurs to me when a problem like this pops up is "Am I doing anything differently now? Have I changed anything on my computer to make this happen?" When the answer is "Yes" or even a "Maybe", I'm going to investigate before I even bother to contact you guys.

Now, this whole "frame" problem and the whole "cookie" problem are nothing new. We've been wrestling with 'em off-and-on for months, but your suggestions to "give it a few days" or "try again tomorrow" and "we can't replicate the problem" flies in the face of all I know about customer service and customer satisfaction. You claim to want to be able to replicate the problem at your end, but not once has anyone there requested that I give a detailed blow-by-blow account of what I do on my end to cause this frame problem to pop up. The response has always been along the lines of "Well, your software must not be compatible with ours. That MUST be the problem". You don't even take into account that I've been coming here for months with no problems at all! Stanford suggested that I might be using an older version of Internet Explorer and that I should upgrade to IE6. Why??? Did you just do something to your software for just a few minutes on Sunday that makes IE5 obsolete? Did you really think that I've been using IE5 all along and that on SUNDAY AFTERNOON, my IE5 browser finally reached its quota of SSB frames it was willing to handle and just gave up the ghost, only to start handling them again a few hours later? You guys are amazing!!!!

So, please, let's try to look at the problem analytically without reaching into our Stockpile of Standard Worthless Questions We Always Ask That Don't Bring Us Any Closer to Solving The Damn Problem, Not One Darn Bit. These snags have been with us for a long time; the best you've been able to offer us is "work-arounds". I'd love to see some honest-to-God solutions for a change. This whole idea of opening a new browser when we want to go to SSB is incredibly idiotic and pathetic. I've never had to open a "new" browser in all the years I've been surfing the 'Net (I still don't have a clue what in the hell you're talking about). Explain to me why you continue to insist that your customers work harder to visit your store than they would have to when visiting any other store on the block.

Make it easy for me to come here. Make it as easy for as many people as you can. Cut out this "work-around" bull-shit. Solve the damn problems, instead of simply sighing in relief when the complaints stop coming in. Stop making us jump through hoops, or pretty soon we'll just get sick and tired of hoop-jumping. We never had to bother with this hassle before. Why do you expect us to put up with it now? If I wanted to tolerate this kind of like-it-or-lump-it attitude, I'd head for my local McDonald's drive-thru.

Messages In This Thread

I'm not entirely sure what that entails -- Rusty Starfish -- 22 Dec 03, 9:53 am

BTW -- Rusty Starfish -- 22 Dec 03, 9:57 am

We'd love to fix it, but first we must find the problem. -- Stanford Wong -- 22 Dec 03, 10:36 am

The problem as I see it -- Rusty Starfish -- 22 Dec 03, 11:48 am

Problems -- Chris Kelly -- 22 Dec 03, 4:40 pm

That won't fly -- Rusty Starfish -- 22 Dec 03, 6:49 pm

Does anyone else experience Rusty Starfish's problem? -- Stanford Wong -- 22 Dec 03, 7:52 pm

No -- Rusty Starfish -- 23 Dec 03, 4:05 am

A couple of ideas -- Rusty Starfish -- 23 Dec 03, 10:06 am

Click the "stop" button on your web browser to stop animated images (nt) -- Chris Kelly -- 22 Dec 03, 10:52 am

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