[HN Gopher] Ghost CEO lectures locked out customer about empathy
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Ghost CEO lectures locked out customer about empathy
Author : mkishi
Score : 77 points
Date : 2021-10-16 21:51 UTC (1 hours ago)
(HTM) web link (twitter.com)
(TXT) w3m dump (twitter.com)
| [deleted]
| rahimnathwani wrote:
| After reading the initial Tweets, and then the email exchange, I
| can empathise with both sides.
| hogFeast wrote:
| The best part is saying that you have learned so much about why
| you shouldn't be mean to companies on Twitter, and how
| embarrassing that behaviour is...and doing it in a whiny email to
| a customer.
|
| Some people go through life "learning" the same lesson over and
| over.
| jonas21 wrote:
| Honestly, both sides of this conversation seem pretty obnoxious.
| throwawybllion wrote:
| This
| [deleted]
| nostrebored wrote:
| Horrific CX. I'm sure if Ghost discovered a bug causing data loss
| it would become an engineering priority.
|
| From a customer's perspective this is the same thing. This shows
| a complete lack of empathy with what customers feel when they use
| your platform.
|
| Stories like these stick with me. When I evaluate using a product
| hearing about customer pain like this makes it a no go. Similarly
| I've told friends that I wouldn't work for a company they've
| applied to based on bad c-level engagement with customers.
|
| Stuff like this spreads. If you won't fix it for your customers
| sake, fix it out of self interest.
| encoderer wrote:
| Are we using HN to amplify Twitter flame wars? Submitting
| negative stories of people we don't like?
|
| This is not news it's just red meat for clicks.
| [deleted]
| throwawybllion wrote:
| Seems like the CEO told OP that they would provide her an archive
| download link upon request. I'm confused what the problem is? I
| buy that the trial lockout thing is annoying, but... Are we
| supposed to be up in arms that a user has to email support for...
| support?
|
| I'm annoyed primarily by OP's entitlement and vitriol, and
| secondarily by the CEO's typos and grammar.
| throwawybllion wrote:
| Also OP claimed that she never mistreated support staff and
| then posted emails of her being extremely rude and
| condescending to support staff.
| [deleted]
| ivanmontillam wrote:
| I reckon some of the powerful distribution that can give you a
| centralized platform like Ghost, Medium, Substack or similar. But
| the long-term solution is to own your website.
|
| At the very start the reach is not very enticing... but your
| home, your rules. (As long as you don't break the law, you'll be
| fine).
| ng12 wrote:
| Twitter has become so annoying. I can't even see what @ghost is
| without signing in.
| jhot wrote:
| I use the Privacy Redirect [1] extension to redirect Twitter to
| nitter [2] which is a much better experience for someone
| without an account.
|
| 1 https://github.com/SimonBrazell/privacy-redirect 2
| https://nitter.net/
| riffic wrote:
| Twitter's had a login wall for a few weeks now. The company is
| pretty user-hostile.
|
| edit: There were some threads on this in the past that are
| worth checking out. Public service announcements like fire
| notifications are pushed out by public agencies through these
| services and they can't go to the intended audience when put
| behind the wall. Public sector really needs to be compelled to
| adopt interoperable and freely consumable protocols.
|
| https://www.google.com/search?q=twitter+login+wall+site:news...
| fumar wrote:
| It can't monetize as effectively without users logged in.
| rileymat2 wrote:
| Instagram/facebook have locked up public intended content
| behind login as well.
| rileymat2 wrote:
| I understand why, but a lot of social media has gone this
| direction. It feels like a bit of a bait and switch over time.
|
| The deal was we give them free content for eyeballs to serve
| ads and they give us a platform for exposure. Requiring login
| as well is a long trend I don't like.
| quickthrower2 wrote:
| Ironically I couldn't see Amy's tweet when signed in I had to
| sign out!
|
| " You're unable to view this Tweet because this account owner
| limits who can view their Tweets. "
|
| Limited to friends and completely anonymous people I guess!
| claviska wrote:
| I respectfully asked a question about something she blogged
| about years ago and she blocked me. It was rather bizarre.
| Perhaps you met a similar fate at one time.
| [deleted]
| kragen wrote:
| Yeah, she has me blocked too, because I called her out about
| some racist stuff she posted against Chinese people. I guess
| she's kind of an asshole. (I'm speaking here as a recognized
| expert in the field.)
| ahoyhere wrote:
| You must be blocked... either for a reason, or part of a
| block list or I blocked you accidentally when blocking ads
| which has happened a few times. What's your username?
| torstenvl wrote:
| That checks. Ghost CEO launched massive e-mail flame at me when I
| asked them to clarify their migration policy (it used to say you
| could "request" your data but gave no indication as to whether
| they honor such requests). Dude is outright abusive.
| zexodus wrote:
| I wonder how they'd respond to a GDPR request.
| officialchicken wrote:
| Same experience here with the CTO... I was trying to notify
| some terrible security problems in their product. What she
| doesn't like she dismisses, deflects, and deletes. _edit - it
| was the CTO, not CEO_
| Jugurtha wrote:
| I often test our product by recording a speedrun video of the
| main functionality, not to be shared, but to reveal all the
| learned helplessness and clunky user experience.
|
| It is amazing how recording a video going through the product
| does: the video is full of swear words and cursing. All the
| things that were invisible suddenly become glaring. All the un-
| necessary clicking and convoluted flows become torture with
| cognitive dissonance: "And you can easily just do [steps that
| clearly are not easy]" and it hits you. Hard.
|
| Hence, some things trigger that agression, especially in a more
| mature product. For example, I only used YouTube as a consumer of
| videos, but recently I was putting a lot of videos there in my
| personal account.
|
| I then created another account and wanted to transfer the videos.
| Easy, right? No. I looked and looked, and read documentation, and
| searched on the web, and people said you need to download the
| videos from one account, then upload them back again to the
| second account. That can't be, right? I mean I clearly am not the
| first one to want to do that, and YouTube has existed for ages.
| There _has_ to be a way I 'm stupid enough to have overlooked. I
| contact them on Twitter, and they link to the documentation that
| tells you to download videos somewhere, then upload them back
| again. This is insanity. They're already on YouTube's infra, why
| do the round trip. Just move the darn thing? I'm not privy to how
| their infrastructure works, but I have a feeling that this is not
| the flow I want.
|
| One other example... I have one Android phone that was not
| physically in the same place as me. I wanted to get the call
| history (which is backed up in Drive) to urgently call the last
| number that called me. I could clearly see that the call history
| was backed up in Drive, and it shows you a "Preview" button that,
| when you click on, shows a modal that tells you the call history
| is backed up, and has a button that says "Delete".
|
| I can use Find my Phone and pin-point the location, I can erase
| it, I can make it ring, I can download all my data and Drive. I
| can download the device _settings_. I can Delete a backup, but
| not download it.
|
| Now I need to wait for tomorrow to be able to get that phone for
| that call log.
|
| Here's what is interesting: it's almost impossible that I be the
| first one that hits something like this (either for YouTube or
| Drive) for products with this many users existing for this long.
| Moving a video around is practically so obvious, you don't think
| there would be a documentation for it, let alone a documentation
| that tells you you can't do it. Heck I'll run my mouth and say
| it's harder to write and maintain the docs that tell you you
| can't do it, than add that no-brainer functionality... But then
| again, I'm running my mouth.
| adamvalve wrote:
| The YouTube issue you describe could be on purpose to limit
| abuse/gaming of the system. Since we don't deal in YouTube's
| moderation day to day we aren't privy to the reasoning that
| feature was never developed. Maybe they did it early on and
| realized before they released it could be abused to make copies
| of your YouTube channel with slightly different language
| optimized for different search terms. Hard to say intent
| without working on it day to day. Sometimes things are hard on
| purpose because a small part of the population suck and will
| abuse a feature.
| Jugurtha wrote:
| Yes, that was my point. I know that the current flow is not
| what I want, but I understand there obviously are reasons I'm
| not privy to, but then again it looks obvious to me from the
| outside.... but then again I'm not aware of all the reasons
| they've done it like that.
|
| https://en.wikipedia.org/wiki/Wikipedia:Chesterton%27s_fence
|
| The fact there exist reasons something sucks does not make it
| suck less for the user, even taking into account the user's
| awareness of these reasons' existence.
|
| It's the "Of course, but maybe...":
| https://www.youtube.com/watch?v=XLGzFQg_1xc
| 1cvmask wrote:
| Ghost ghosted their trial customer. Perhaps the reason of the
| name
| hartator wrote:
| From Ghost CEO's email:
|
| > Years ago, when l was younger and knew better, used to be very
| aggressive to companies on Twitter and lecture them about how
| they should do business. It was awful, honestly, and I regret how
| I behaved.
|
| Even ignoring the obvious typo, it is a little condescending
| indeed.
| dilatedmind wrote:
| I think he's making fun of his past self, thinking he knew
| everything when he was younger.
| smoldesu wrote:
| When I was young and foolish, I also used to defend random
| CEOs on Hacker News. But now I'm older, and rationalizing
| their absurd and offensive rhetoric is too time consuming for
| my desired lifestyle.
| ahoyhere wrote:
| especially considering I've been running a SaaS for 12 years
| 1cvmask wrote:
| Congratulations. What is your SaaS of 12 years called?
|
| And in your HN bio some of the url domains do not work. FYI.
|
| You also state that you can get angry (and bored). Would you
| still have publicized this if you were merely annoyed but not
| so angry.
| kleinsch wrote:
| If the Ghost CEO really knew better about Twitter they'd
| recognize that this person is flaming for attention, not trying
| to get their problem resolved, so sending condescending emails is
| just throwing fuel on the fire.
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(page generated 2021-10-16 23:01 UTC)