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Michael Green's 'How To' Forum
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How To Forum
My last words on this subject here
Posted By: Mark Singletary In Response To: Re: What I don't understand is... (Justin Blake)
Date: Sunday, 5 January 2003, at 7:30 a.m.
Justin,
No people aren't dying but the point is honesty, integrity, and decency. By not doing those things that are honest and decent you and your buddy are dying a fast death.
If you are getting all these emails from people that can't figure out how to do things as you pointed out then your product is broken. At least the process is. All those hundreds of emails from people who have these questions are from people who ARE NOT making any money. Again your product is broken.
Do the honest and decent thing, man. Pull the plug on this for a few days until you can get caught up with your backlog. Pull the plug on this for a few days until you can get these questions answered. And yes big companies do this all the time. My wife and I went into Walmart to buy an HP printer a while back and they had found out that this model was broken one way or another and THEY QUIT SELLING THEM until it got straightened out.
But I can hear you say that this course of action would hurt your reputations. It can't hurt anymore than it's being hurt every day, every hour, every minute on this and other discussion boards.
What's happening here is that you guys (and I include you if you continue to promote something that is broke) are breaking the promise on the sales letter that you won't rip people off.
You may not control the checkbook, or the hosting account or anything like that. But you obviously talked to him today because today you were going to take over some customer service responsibilities. If you are bringing in the sales you say you are then YOU DO HAVE PULL.
You know, Justin, this is really sad but educational for the rest of us that are trying to get things going. Besides customer service woes, which I can understand, all this makes people think one of two things: either he doesn't have the money to refund because he hasn't made any or he is a crook.
Email subject lines can be gone through quite quickly. Even in the most brain dead email clients you can search through emails for words like "refund", "scam", "spam", "police", "money back", "attorney general", "FBI" and handle those FIRST.
If you guys are bringing in this amount of money you aren't stupid. You have obviously touched a need/want/desire of hundreds or thousands of people. So if you guys aren't stupid then you must just be ignoring the pleas.
Like I said this will be my last words here on this subject. I do think, however, I'll share this in an upcoming case study on ...
Mark
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