Service of a Dreaded Duty that Surprises & Turns Out Well

September 24th, 2018

Categories: Domain Name, Dread, Hackers

Photo: everydayhealth.com

There are so many things we must do that we dread based on a past lousy experience, from a health test to follow up with a corporation about a billing glitch to simple administrative procedures. I recently felt indescribable relief when I discovered a company that changed a process that had once memorably fought and frustrated me.

For years I’ve maintained my domain name, jmbyington.com. through GoDaddy.com. I renew every five years. The last time I approached the website I had a heck of a time to determine the right spot to click to get what I wanted done–and it took ages.

Photo: pcmag.com

So when I received a renewal notice my heart sank. I anticipated another nightmare of false starts, wasted time with no result, and anxiety.

On top of it, the brilliant IT man, Andrew Morgan, who nurtures our computers and keeps them healthy advised me not to click to the site through the link in the GoDaddy reminder email but to go to the website. [More about this sage advice I suggest you follow in a second.] My earlier experience found a website so complicated I could never find the right place to go.

Photo: entrepreneur.com

My password didn’t respond when I tried to sign in so I called a phone number that was easy to find [unlike some websites where they are hidden or nonexistent]. I waited a bunch of time for my turn but once I reached Ronnie Parker in customer service all my troubles were over and soon I relaxed. Parker was helpful, knowledgeable, he put me at ease, did all the work and voila! I’m set until 2023.

He agreed with Andrew. He said that hackers have duplicated their emails expertly so that even Godaddy staff has trouble determining the fake from the real. He reiterated that it is always wise to bypass the email link and instead go to a company’s website.

Have you been happily surprised when a dreaded chore or test is made seamless or painless by a smart company that has successfully improved the way it does business or through technological advances? Have you lucked into a superb customer service staffer like Ronnie Parker? Don’t you feel you’ve won a lottery when you do?

Photo: dailypost.ng

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8 Responses to “Service of a Dreaded Duty that Surprises & Turns Out Well”

  1. Martha Takayama Said:

    I wish I could report many positive experiences when trying to resolve tings I anticipate with dread. One of the most frustrating and wasteful activities is trying to
    get accurate or intelligible information from Bank of America about online banking.by phone.

    The other day I did have such a moment. It was not completely without ripples, but I somehow did manage to understand the in-house lingo of the person assisting me and to obtain the information I needed. I did fill out a positive survey.

    However, I now regret doing so. Maybe due to my own severely limited grasp of their internet banking system, I cannot see the evidence of the item for which I was supposedly credited. I still dread trying to follow up and will have to wait a few days to grin and bear another attempt at clarification.

  2. Jeanne Byington Said:

    Martha,

    Because your experience is so often the case I had to write about GoDaddy and the wonderful Ronnie Parker. I know what you mean about waiting to once again try to reach the bank.

    What drives me super nuts is when an online system is unresponsive and I can’t find a phone number anywhere and there is no live chat because the company clearly doesn’t want to hear from me or anyone else.

    Can you drop by a branch to speak with someone at customer service?

  3. Martha Takayama Said:

    I have all the same complaints you list. Of course I could go out and walk to a branch which, if near my office, will be filled with men with suits and ties and women with skirts too short and heels too high to move with the apparent speed required.

    They generally are in constant high speed motion because the bank is always apologetically short-staffed at the moment. Perhaps I have failed to perceive the convenience and the benefits of the seemingly interlocked services theoretically designed for our convenience.

  4. Jeanne Byington Said:

    Yikes Martha!

    And banks are making money hand over fist, charging for every little service and offering miniscule interest while, in your case for sure, providing so-called service by ill-trained or inadequate staff.

    You cannot blame yourself for the inability to negotiate a website that is supposed to be designed for customers like you to use. Jeepers.

  5. JBS Said:

    What is agita? Did you mean angina?

    Yes, getting a good customer service person is a real thrill. I’ve bumped into a few, but unfortunately they are rare, which is why the good ones stand out.

  6. Jeanne Byington Said:

    JBS,

    I’m laughing! I meant agita, as in heartburn or indigestion, as in “Stop! You’re giving me agita.” According to Google the word began to be used in the 1980s and only a guess but perhaps in commercials at first.

    Customer service jobs are tough as often people are irritated when they call and even though they know that the person they are speaking with isn’t at fault, they take out their frustrations on the voice on the phone. I will apologize if there’s an edge to my tone if I am annoyed, and I fall over backwards to be nice and polite but if a customer service person is ill trained or in a bad mood there’s nothing to be done to turn things around.

  7. Protius Said:

    I suspect that you are the real heroine of this little vignette!

    I have often had the most solicitous service from computer related sales and customer service representatives. In one case about three years ago – I believe it was QuickBooks –, a solicitous young lady actually spent an hour and a quarter on the phone trying to help me, as I battered her with complaints about how the program worked and demands for explanations as to why it was set up that way, get the hang of how their darned program worked. Finally she told me that she had to get off the phone because the company had guidelines which directed their customer service people not to spend more than twenty minutes on any given customer call. I was already way over the limit! Her failure to help me was not her fault.

    Unfortunately, I suffer from both serious physical ineptness and a dismal lack of aptitude in all things mechanical, mathematical or scientific. I never did master how to make this very expensive QuickBooks software upgrade work and eventually trashed it.

    In your case, I’m sure that it was just the opposite. I suspect that your young man’s helpful responsiveness was in no small part the consequence of your telephone manners and gratefulness for his help.

  8. Jeanne Byington Said:

    Protius,

    I could have been on the phone with the QuickBooks folks for a week and wouldn’t have been able to follow the steps I bet.

    As for my intro to Ronnie Parker at Godaddy, I mentioned that I was embarrassed in that my request was so simple, I needed to renew my domain subscription–and for starters I couldn’t even get into the website with my password. He immediately put me at ease and told me that many of his calls are about just that.

    It really depends on the person you are lucky–or unlucky–to reach. I spoke with someone at Amazon last night who was a dream. I spoke with someone at Verizon Wireless a few hours earlier who had a nasty, irritated edge to her voice. And I kept a smile in my tone and expressed gratitude for help in all conversations.

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