: You cannot build a world class company by ignoring your customers
After 2 years of uninterupted service, the domain name I used to point to my Yahoo! Store which sells my SEO ebook suddenly stopped working.
Over the course of 2 weeks, I went through some 6 Yahoo! Store customer service reps and 4 supervisors. Each person gave me different advice and promises, but none fixed my problem.
But just as soon as I had given up all hope as the last rep told me the Yahoo! Store system can no longer have domain names point to a store, the problem "magically" fixed itself.
Lesson #1: You cannot trust even the biggest internet companies with your business -- they do not care. Because if they did, they could have warned me about the impending changes to their system and train their staff on how to handle the transition as smoothly as possible for its' customers.
Lesson #2: Yahoo! does not have a customer complaints department. I complained to the the Yahoo! Store customer support center to try to get an explanation as to why they didn't warn me of the changes. They said email in your complaint. I did. A few days later a rep in the same department responded but completely ignored my complaint. I complained to the last supervisor I spoke to, who promised to forward my complaint to the "proper" department.
That was 2 weeks ago. Do I expect to hear from Yahoo!? What do you think? Maybe Yahoo! should set aside a tiny percentage of its big fat profits into setting up a department to handle customer complaints. You simply cannot build a world class company by ignoring your paying customers, Mr Semel.
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