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Comment by garblegarble | Hacker News Reader

Not the person you're replying to, but I'd be interested in suggestions - I've in the past had some horrendous support experiences.

Also my feeling on reading the grandparent comment is that they don't care about improving the support structure of the company, but rather find that bothering a C-level is the fastest way to get somebody important to send a "just get this sorted so this person stops bothering me" e-mail & have their support issue resolved - which I have to say I'm sympathetic to... whatever works for a customer to get their issue resolved, they have no interest in helping or hurting the support team.

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Actually, When I reach out to executives, I'm often trying to get the problem permanently fixed. In the instance I cited above, I knew I wasn't the only person that had this problem as I had found complaints on forums of other customers with the same problem that I shared with them. I also did additional research into why the problem happened and provided concrete actionable steps that this executive was best positioned to enact. I was trying to solve it for me and trying to solve it for others by actually contacting the person that had the power to fix it. It was when they tried to pass the buck back to customer support so "they could wash their hands of the problem" that I raised the stakes by demonstrating that I had the will and wherewithal to escalate the issue as far as it needed to go. They eventually implemented a hot fix for the problem. There's still no permanent solution implemented, but at least no other customers are wasting their time and they aren't wasting their money either (as the problem was burning money by shipping goods from Europe to the United States, where US Customs was rejecting the stuff and returning it back to them).

Ah, sorry I misinterpreted what you wrote then. Hopefully the commenter will see this and reply, although I assume enough time has passed that they've forgotten about it!

Nah I saw it and have been busy and agree with you that context is hard on the internet and I got it wrong with the best intentions, glad we could talk it out :)

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