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This even hit the MSM one day after it all started.
In-Game - Chastened gaming rep responds to Internet infamy (http://ingame.msnbc.msn.com/_news/2011/12/28/9770514-chastened-gaming-rep-responds-to-internet-infamy - broken link)
What are your thoughts? Did Gabe (Mike Krahulik) over-react, or was his response equal to the offense? Or have you yourself been on the receiving end of similar customer service.
As a customer service representative, he should have taken a chill pill. It's a sad reality in customer service that you take crap from customers and let it slide off you. But to be fair, I completely understand Dave's initial frustration - the "Dec 17" email with zero explanation is completely unacceptable and should have never happened. If "Gabe" was getting a metric effton of emails asking about when the pre-order was going to be delivered or shipped, he should have made some sort of generic template email to handle it.
Something like,
Quote:
[Name],
Regarding your inquiry about the status of your order [order number]: At the moment, the device is [status]. We are hoping to have them shipped of around [date], which should arrive to you around [date]. If there are any updates, we will do our best to have them posted online as soon as we receive them. I apologize for the delay in getting this product to you.
Also, regarding the $10 coupon, if Gabe wanted to score brownie points, he should have applied the coupon retroactively to the order - or at least offered to. Dave, the customer, had been waiting over two months - well past the PayPal 45 day "problem with your order" deadline. At this point, he was out the money no matter how long it took to get the actual product.
I saw this a few days ago and knew Ol' Paul there was in for a world of hurt when he mocked Penny Arcade. Now he's reaping what he sowed with his rudeness and lack of professionalism. He got what he deserved.
I don't think the customer over-reacted. He was very pleasant in the beginning and when he asked a few follow up questions, this alleged roid rage retard went off the deep end.
If you want more proof this guy is a douchnozzle, read this Forbes article:
Having said all that, I don't advocate threatening his family, life, sending him harrassing emails, etc. as some on the Internet do. He screwed a customer, embarassed the company he represents and lost his job. So far as I am concerned that should be the end of it. Unless the Secret Service want to investigate his threats of identity theft on Twitter.
I don't think the customer over-reacted. He was very pleasant in the beginning and when he asked a few follow up questions, this alleged roid rage retard went off the deep end.
If you want more proof this guy is a douchnozzle, read this Forbes article:
Having said all that, I don't advocate threatening his family, life, sending him harrassing emails, etc. as some on the Internet do. He screwed a customer, embarassed the company he represents and lost his job. So far as I am concerned that should be the end of it. Unless the Secret Service want to investigate his threats of identity theft on Twitter.
Threatening his wife and child is out of line but he himself deserves what he gets vis a vis his lost job and cyber-reaming.
Given the veracity of the statements he's already made, is there corroboration that there have been threats? Or even that the guy has a family?
Personally I think he talked his way into that position with a bunch of smoke, Krahulik is well known in the gaming industry for PA and PAX, he also well known for taking a stand against idiots too. Jack Thompson learned that also the hard way. Anyone who is claiming to be a hardcore gaming nerd who has not heard of Krahulik, or can't tie Penny Arcade and PAX together without expanding the acronym doesn't deserve the title, never mind someone who is in the industry in a customer service/marketing position who makes such a claim themselves.
This story is a good reminder that every time you want to shoot your mouth off on the internet, and take advantage of it's alleged anonymity by expanding the truth. We should all look at this and pause to consider, that the person who could be reading what we write may well be more intimately involved in the area we're shouting our mouths off about, than we are, or even claiming to be.
Given the veracity of the statements he's already made, is there corroboration that there have been threats? Or even that the guy has a family?
Good point, not that I know of. But it wouldn't surprise me to learn that there were threats made.
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