Plaxo Part II, A Redemption

Because I do believe in being fair, I should update on the Plaxo situation. Not long after my account was cleared and I could access it again, I posted my experience here on my blog. A couple of days later, the following email communication transpired. I've x'd out the name of the person and their email. You have to give them some credit.

Rxxxx Cxxxxx (rxxx@plaxo.com)
To:
Katrina

Subject:
RE: Plaxo Problems


Hi Katrina

Thank you very much for your feedback - it will go a long way with my team. It's definitely more effective than seeing a single email with 1 sentence of complaint, which is typically what managers receive from customers. But your feeback here is gold to me - and I'll make sure it's infused in our daily processes and training. Thanks again - and if you ever need anything from me, please don't hesitate to contact me.

Rxxxx


From: Katrina
Sent: Monday, October 02, 2006 8:21 AM
To: Rxxx Cxxx
Subject: RE: Plaxo Problems

Dear Rxxx,

I appreciate the email, especially after the somewhat frustrating experience with getting my account up and running after the freeze. I am suprised that you found my blog, although I suppose you check all your incoming links.

My issue has been resolved in that I can now login into my account and start rebuilding it. As I mentioned, I really do think Plaxo is a great tool, but was disappointed about the support. Each support person was polite and attempted to help, however when it was clear there was a deeper problem, I did not get any follow-up, even though it was promised several times. Also, I feel a bit bad for the last support person who chatted with me, as the only way I was able to resolve the situtation was to be quite direct and insist on a different course of action than the one they were suggesting.

What I would have liked, was the first tech support who said I would get a phone call in 48 hours from the engineering department, was to see that actually happen. Instead, from the first chat to the resolution, it took almost a month. I attempted to call the Plaxo office but just got stuck in a voicemail loop. Not being able to explain the problem in detail (and explain that I had spoken with Plaxo several times already) was not enjoyable. Having to explain the entire situation 4 times to a new support person made me get the idea that my problem would never be solved. Also, no one could explain or seem to even understand what was going on in my account, they just kept asking me to try and login (which wasn't working, and would freeze up my entire computer when I tried to login). No one could explain how the system had created 8000 plus no-name contacts out of the 400 or so I had started with.

Perhaps if someone has a serious account problem it is worth a quick phone call to determine the degree of the problem. The funny thing is, normally I don't like speaking to customer service departments on the phone, but in this case I believe it would have solved things more quickly.

Anyway, it has now been solved, and I can start fresh. I will continue using Plaxo and do appreciate the follow-through on your part. Perhaps when the next person encounters this problem it will be handled more efficiently.

Regards,
Katrina


Subject: Plaxo Problems
Date: Tue, 26 Sep 2006 15:05:19 -0700
From: rxxx@plaxo.com
To: xxxxx@hotmail.com

Hi Katrina

Apologies for the cold-call (err, email) but I was eager to talk to you immediately after reading about your customer support experience with Plaxo. I read your blog in Wowimo, and found your experience disturbing. First, I'd really like to know if your issues have been resolved? I'm eager to make sure you're up and running as soon as possible.

Next, I'd really like to hear more about your support experience, what would you have liked to be done differently (besides the obvious, of course), and how can we make it up to you.

Thanks, I look forward to hearing from you.

Rxxx Cxxxx
Director Client Services
www.plaxo.com

ps: I've authorized the refund for your Premium membership - I'd hate to have you pay for something that failed to provide a positive experience. In addition, I've give you a year's membership at gratis. It's the least we can do for a loyal member. Thanks.
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