Customer Service.
Mood:  incredulous
Topic: Evil Things
When are the blog comments going to be fixed at last? I have been patient, but here I am paying you guys so much per month and comments have been down for quite a long while now. Angelfire is doing fine, so PLEASE TELL ME WHEN YOU WILL FIX THIS PROBLEM. It's not just me; I have asked and don't know of anyone who has been able to post a comment. THANKS
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Message by Casey on Wed, Jul 5th 2006 1:11 pm

The migration of the blog application and blog users should be completed by the end of the month. We thank you for your continued patience during this time of updates and bug fixes.

Sincerely,
Casey
Customer Support - Lycos

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Your message on Wed, Jul 5th 2006 1:41 pm

Do you mean the end of JULY? I request a partial credit to my account for the loss of this service, which occurred without warning and which is going on for an excessive amount of time. Comments stopped working probably in early or mid June, so you are talking about six to eight weeks. If you cannot accomplish this for me, then I request that you forward my request to the appropriate person who can handle this. I have stuck with Tripod for quite some time, if you check your records, despite the availability of other and possibly better blog hosts. I don't mean to be rude, but this length of time is far beyond reasonable. Thanks!
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Message by Casey on Wed, Jul 5th 2006 3:58 pm

The most I can tell you is that you can cacel [sic] your paid service til the end of the month and then reinstate it. In the meantime you will receive [sic] credit on your account after you cancel.

Sincerely,
Casey
Customer Support - Lycos

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Your message on Wed, Jul 5th 2006 5:07 pm

Okay, but what will I be losing if I cancel? I have a domain name and a certain amount of file space which is basically what I'm paying for. Will I lose the files that exceed the limit of the free service? Will my domain name quit working? Please advise. Sorry to be a pest, but this is truly annoying.

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Message by Casey on Thu, Jul 6th 2006 10:25 am

If you cancel your tripod upgrade you will lose your domain name unless you have purchased it for a year through Lycos Domains, you will be downgraded to a free account with only 20MB of space available, you will have to delete files to stay under 20 MB, but you will keep your tripod membername account and can upgrade again at anytime.

Sincerely,
Casey
Customer Support - Lycos

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Your message on Thu, Jul 6th 2006 12:44 pm

Casey, I'm sorry, but this is unsatisfactory to me. Please advise whom I can contact who has authority to handle this situation. And don't tell me that there is no one; there always is, and as a customer I am entitled to this information. Thanks much.
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Message by Casey on Thu, Jul 6th 2006 1:33 pm

I have the complete authority to handle this request which is why Lycos employs me. You are saying that you are "entitled to this information" what information is it that I have not given you yet?

If you would like information about our refund policies, see the following:

REFUND INFORMATION
[words words words etc.]

Sincerely,
Casey
Customer Support - Lycos

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Your message on Thu, Jul 6th 2006 1:40 pm

The information to which I referred is the identity of someone who could help me. If you're the one, then that's fine. The fact is that I am not receiving the benefit of my bargain; one of the reasons I placed my site with Tripod was the availability of a Comments function, and I am not receiving that. I do understand that brief outages are reasonable during times of upgrade or migration. However, six to eight weeks is not reasonable. If you've not got the bugs worked out for the new Comments, then the old Comments should be put back in place until the new one is ready to go. I'm sorry, but I'm not just going to shut up and eat this. My husband and I are legal professionals and we're well versed in what rights exist; but beyond that, where's the customer service and attention to customer satisfaction? Your response has amounted to, in effect, "Shut up and deal with it, or go free and lose your data storage." Not so good. I would not treat my own clients in such a manner.

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Message by Casey on Thu, Jul 6th 2006 2:17 pm

It's completely up to your discretion. You can be patient and wait for the bug fix/glitch patch to be released later next week or you can downgrade your account for the time being, or you can cancel. I have laid out the specifics on this issue. Our programming team is working on the problem and it could be fixed next week or it may take longer, depending on what complications arise. What legal rights, honestly...if you want to read the terms for our service, which you agreed to upon signing up, you can find them here: http://info.lycos.com/legal/legal.asp. Legal professionals...don't try that with me. See if you understand these two words, no liability.

The customer service and attention is right here. I could have chose to not answer this ticket due to the fact I have already addressed your question/concern. But, alas, I am addressing your issue with our migration process once again Ms. Crumpacker. Take it as you will.

Sincerely,
Casey
Customer Support - Lycos
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Hey, Casey -- you don't need to get snippy with me. Put yourself in my place. It's not like I would sue you people; what would be the point? Even to file the complaint would consume more of our time and money than it's worth. I'm only pointing out that long outages are not going to make any friends for Tripod; and when I ask "Hey, what's up with this?" you're basically telling me "We'll do it in our own time. Deal with it." Benefit of the bargain. It's a fairly basic concept.

I think at this point we should terminate the correspondence, because you appear to be taking my concerns in a personal way which I don't intend. Tripod can do what it will do, and I'll decide for myself whether I want to continue to pay for a blog host under these circumstances. Short and sweet and we're done. Have a nice day; in fact, have a martini or a joint or whatever. Job stress! It happens to all of us. Thanks for your time.