Quote:
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Originally Posted by bpullen
Hi there,
The context of the quote posted by the OP is a little misleading to say the least. It isn't as if we extradited these customers because they threatened to take us to trading standards.
They were contacted as a result of their disruptive activities over a number of months in our customer support forums. The forums are a community for self support and a way for our customers to give constructive feedback, both positive and negative.
These two customers required an unsustainable level of attention which was impacting our ability to address other customerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s feedback. We had repeatedly answered these customerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s questions and felt we had failed to reach a common understanding. We offered these customers an opportunity to migrate to an alternative ISP of their choice, at no cost to them. Failure to do so would result in the termination of their service.
We have no plans to contact any further customers in this manner.
The talks of capacity are largely unfounded and we have sufficient capacity across our network. I have responded to another post on these forums explaining the semantics of this in greater detail.
Kind Regards,
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So why didn't you just ban their IP from your forums? Customer service doesn't generally include asking your customers to bugger off elsewhere.