Well said Peter.
-Jai
On Wed, May 13, 2015 at 2:42 PM, Peter Beckman <beck...@angryox.com> wrote:
> So disappointing to hear Nitzan.
>
> I've found that even when I don't think my customers are right, or I can
> prove they aren't right, it is better for my own sanity and for my business
> to make exceptions and provide a great experience and give refunds or send
> money than to make up policies or excuses or try and prove that our
> business is in the right.
>
> I had a customer who didn't pay their bill, so after 30 days we
> disconnected his numbers. They got really mad and said they lost a ton of
> business. It wasn't our fault, but we also didn't want to have a customer
> leave super unhappy. So they sent us an invoice for what they spent on some
> advertising of those numbers and we split it with them.
>
> Was it our fault? Nope. But we did it to demonstrate that our customers are
> more to us than revenue generators. And the customer decided to stay with
> us, and we have a great relationship with them to this day. It took 6
> months for us to break even on that, but it was worth it for that
> relationship.
>
> I'm sure this post will cost the business more than $833 in bad press. It
> doesn't even matter to me or them if either of you are "right" or to hear
> their side. The relationship wasn't valued enough to solve this quickly and
> move on.
>
> I know you've experienced it too Nitzan, with the VoIP rates with Future
> Nine back in 2010. Hopefully the you today would never respond to customers
> with "No offense, and I'm sorry about this - but we are too busy right now
> with other issues which are higher priority..." when they make a complaint.
>
> I hope this can be a cautionary tale for all of us to remember that our
> customers are humans too, and we need to treat them with respect, and to
> be empathetic and value the relationship over money arguments.
>
> Beckman
>
> On Wed, 13 May 2015, Nitzan Kon wrote:
>
> Hello list,
>>
>> Short version:
>> Teliax owes us $833 for TF traffic we sent them between March-November
>> 2014. To date we have not received payment for any of this traffic, we
>> keep getting ignored, given the run-around ("someone in accounting is
>> looking at it"), and other excuses. BEWARE, AND DO NOT DEAL WITH THESE
>> FRAUDSTERS!
>>
>> Long version:
>> Last year, in an attempt to get compensated for our toll-free traffic, we
>> got referred to Teliax by a member of this list. We signed the agreement
>> and started sending traffic - everything worked fine except for lack of
>> payment - we never received a single cent from Teliax.
>>
>> After several months of not getting paid I tried contacting Simon Booth
>> (Director of Business Development) who assured me payment is coming -
>> they just supposedly pay about 3 months late. A surprise, but not
>> something I couldn't live with.
>>
>> I waited another two months and not surprisingly we still haven't
>> received anything. I tried contacting Teliax again several times and was
>> either completely ignored, or assured that "someone in accounting is
>> looking at it".
>>
>> A couple months later I broke down and threatened to expose them publicly
>> for their fraudulent business practices, to which I finally received a
>> reply from CEO David Aldworth claiming that they do not initiate payments
>> for amounts below $1000 - a ridiculous practice I was never told about,
>> and one that is NOT specified in our agreement. He acknowledged they owe
>> us $833 and assured me payment will be sent. This was back in November.
>> Half a year later we still haven't received payment, and as usual our
>> attempts at contact go ignored.
>>
>> I have no choice but assume the worst, and label this company fraud.
>>
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> ---------------------------------------------------------------------------
> Peter Beckman Internet Guy
> beck...@angryox.com
> http://www.angryox.com/
> ---------------------------------------------------------------------------
>
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