Rami, don't get me wrong, it's great of you to offer personal help, HOWEVER - as I've told to some of the GAW accounts here in the forums (seriously, how many of you are there?
) it does not speak well for your customer service if customers need to e-mail or pm or call to escalate their issues. How is this private messaging going to affect your customers who are not on bitcointalk? Are their tickets going to be pushed even further because you are prioritizing those who escalate? I'm sorry if I missed the explanation of this bizarre system, but I'm not getting why you can't take care of ALL open tickets.
^^^^^^^^ to the moon
The problem is that the boasting doesn't match the service complaints, the shipping complaints, the claim from GAW_CEO that USPS messes up/loses "20-30% of packages" (which is just freaking absurd), etc. Multiple forum accounts don't make up for the fact that the appearance of the operation doesn't match the claims and many legit questions get cleared from the other thread while nonsense crap like people commenting on a power plant picture remains.
Self-moderation is a killer - if you have nothing to hide, you can publicly silence the naysayers by either answering their questions or proving them wrong. That's what I want my bro Josh to do, stop boasting, start delivering.
I read that GAW is handling the hosting for Zeus (which worries me, I have Zeus hardware on order along with GAW, Hashra, and ZoomHash for the end-of-may generation), but I see people posting about lots of hosting problems and you folks admit you took on more than you could handle which is why service has suffered. You put your own success ahead of your current paying customers, you are constantly price-warring with other vendors over a few bucks here and there, yet Josh posts a brilliant plan based on price fixing (straight-up illegal, yo), and now the next great plan revolves around bumping people up to your branded hardware, their hosted hardware going offline (helping you folks with infrastructure problems), and them paying a difference for the privilege of losing hosted mining (the main draw of GAW) since y'all couldn't plan properly.
The amount of hardware in my group is changing almost daily, with the orders my colleagues made from <a vendor> yesterday we're going to be sitting on around 140MH when all is said and done and our current uptime as well as acceptance from all hardware is just now bordering on 99%. We aren't little bit players who are pissed off because our usb miner is running hot, we've devoted serious time, effort, research, and cash into this operation and expect vendors to put in the same effort. GAW lacks the polish of folks who have run several businesses for years.
Took a while to post this, but what BitcoinGeekBoy said makes a ton of sense. So, please clarify, you'll host for Zeus customers but not for GAW customers?
I got to tell you, I have been watching you for a while, and its getting out of control.
You claim that you want to be 'fair' but you have no interest in that, at all. No matter how many of your concerns I addressed privately, you just came up with new ones. I am starting to wonder if your planted here by one of our competitors. I have never seen someone spend so much time continuing to create an issues and so unwilling to listen. And, outside of the pre-order you placed the other day, your not even a current customer. I hope when people read your comments, they go to your profile to get an idea of all the comments you make about us. There is nothing objective about them.
I have heard you say over and over again 'boasting doesn't match the service complaints' How is this statement true or validated?
There is NO company in the world that does not piss off customers. The mark of a great company is not one that has no complaints, its on where the complaint level is in the lowest percentage, and they fix the mistakes they make. EVERY single customer that has contacted me (that I know of) has walked away happy.
Since you have no idea of how many customers we have, how can you possibly say we have too many complaints? If we had 30 customers, we would be a terrible company. As we would have 100% of our customers upset. But if we had 1,000,000 customers, we would have the best customer feedback in the world (no company has that kind of ratio). If you counted every complaint ever made on this forum, and even doubled the number, it would be less then 1% of our customers.
In a PM I told you:
'Try to remember one thing. In business, you typically only hear from upset customers. Its rare, someone takes the time to go out of their way to tell you they are happy. But, most of the time, people will not think twice before making a negative comment.'
you then said:
'If it is rare people will comment on good service then that speaks to the suspect repeated posts from new folks.'
I did not call you out on this, but I never said it was rare that people pay us positive feedback. But more importantly, ITS ALWAYS true that customers spend more time complaining when they are upset.
This thread is a perfect example. Every person who has complained here could reach out to me and I would resolve their issues (just like I already did with some) and make it right, no matter what it took. But instead, they post here to complain, which does nothing to help them get their issue resolved.
suchmoon, to your question. YES sometimes it takes customers contacting us/me directly get to the support they need. Sometimes the issue is too custom for the CSR to handle, or sometimes the CSR just did a bad job and the leadership teams needs to know about it to fix it. Having run MANY 100m plus companies in my years. I can tell you that people will always get pissed off (whether its our fault or not). And there will be always a need to contact people at a higher level in the company. Thats why I put myself out there, so customers can get directly to me.
Neither of you guys have an interest in being objective about our company. You go out of your way to hi-light the issues, and never take the same energy to put in the all the positive things that have come from us, or that we have cause other companies to do.
Go on and continue to do you do and complain. And we will continue to do what we do, which is make more and more people happy, and help grow this industry.
