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PowWeb在WHT看到的,PowWeb的技术支持实在是太有趣了。一个人问技术支持关于免费域名的问题,结果那技术支持重复了一连串”you need to provide us with the authentication to assist you further“或者类似的话,意思是为了进一步帮助解决问题,需要提供帐号信息验证。

下面是一个用户在Live Chat与PowWeb技术支持的对话:

You are now chatting with ‘Jerold King’  (Jerold King为支持人员)

Jerold King: How can I help you today?

Ahmed: i have purchased a hosting account and the domain name are free, i would like to know is it free for the first year only
Ahmed: or it will be free as long as i’m hosting the domain with u

(客户说他已经购买了虚拟主机,域名是使用免费的,想问一下这个免费域名是第一年免费还是只要使用空间域名就一直免费)

Jerold King: To protect your account from unauthorized changes, can you please verify for me the answer to the Security Question:
Jerold King: What is your pet’s name?

(支持人员需要客户回答他虚拟主机帐号的安全问题)

Ahmed: *****

Jerold King: I am sorry. It is incorrect.

(客户没有答对安全问题,于是支持人员重复要求客户回答安全问题的对话开始了)

Ahmed: i don’t know why u r wasting time in authorization although i’m not asking for something realted to my account

Jerold King: I am sorry, Ahmed. Without the authentication, it is not possible for me to assist you further.

Ahmed: ok consider that i’m a new customer and my quisition again “if i purchase a hosting account with u. the domain name will be free for the first year only ?

Jerold King: I am sorry. Since, I am able to trace an account for your given information, you need to provide us with the authentication to assist you further.

Ahmed: pleeeeese rtry to ead what i’m writing before throughing the saved sentence

Ahmed: CONSIDER THAT I’M NEW CUSTOMER

Ahmed: I WANT TO KNOW IF I PURCHASE A NEW ACCOUNT, WILL IT BE FREE FOR THE FIRST YEAR ONLY OR ALL THE TIME

Jerold King: I am sorry,Ahmed. Since, I am able to trace an account for your given information that is the username ‘elbassal2010’, you need to provide us with the authentication to assist you further.

Ahmed: hahaa, u still writing the same words without spending a min to read what i;m writing. so if i asked u now about the annual fees for a new hosting account u will say”

Ahmed: ” I am sorry,Ahmed. Since, I am able to trace an account for your given information that is the username ‘elbassal2010’, you need to provide us with the authentication to assist you further.”

Jerold King: Please note that I am able to trace an account for the username ‘****** which you have used while accessing this chat session. Hence, you need to provide us with the authentication to assist you further and this is our policy.

Ahmed: i want to report this chat for your supervisor, because u are not reading what i’m writing.

Jerold King: I apologize for any inconvenience this has caused you.

Jerold King: We ask to verify the answer to the Security Question set on the account for security reasons. We take these security measures in order to protect your account and prevent unauthorized changes from being made.

Jerold King: To obtain the chat transcript, you need to click on the ‘Email’ button which is available at the top of your chat window. You will get a pop-up window asking you to enter the e-mail address. Once you enter your e-mail address and click on the ‘Send’ button, the chat transcript will be delivered to your mailbox.

Ahmed: I will make sure to forward this chat to every webamster i know to laugh about how customer service deal with customers

Jerold King: I am sorry, Ahmed. Without authentication, I am unable to assist you further.

Jerold King: Okay.

Ahmed: so if asked u what is ur name? u will say am sorry, Ahmed. Without authentication, I am unable to assist you further

Jerold King: In order to assist you further, please get back to us with the above requested information.
Ahmed: i will leave u to another customer to waste his time

Jerold King: Please get back to us with the above requested information so that we can assist you further.

Jerold King: I apologize for any inconvenience this has caused you.

Jerold King: Thank you for chatting with us. Please feel free to contact us at any time. We are available 24×7.

持续了那么长的对话,一个简单的问题也没有解决,搞得双方都不愉快。很难说谁是谁非,类似的问题应该问PowWeb的sales,也许很容易就得到答案。如果问技术支持人员,也许人家就有这样的规定,必须先回答安全问题才能进一步帮助用户,人家只是按章办事罢了。

记得在以前的一篇日志与国外空间支持打交道的11点注意事项中也提供过相关的问题,尽量使用Ticket提交问题,尽量避免用Live Chat,而且要将问题提交给恰当的部门,这里好像可以验证这些。

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