We were recently publicly tweaked by EzineArticles expert author Josh Dorkin in his blog: Never Accuse Your Customer Without Having All the Facts! AND Don’t Steal People’s Content!
First, an apology to Josh — as accusing him of stealing content was never the intent behind the email he received from Abby, one of our editors. In a high ~90% of the cases that normally trigger this email, it is because the author has submitted PLR content, but this wasn’t one of those cases and it’s our bad for not being more diplomatic.
Second, we do make mistakes, but we are reasonable… especially when the issue is about saving a relationship with an ideal expert author.
To answer Josh’s public blog question about wouldn’t it make sense for us to contact him last year? Yes, that would have been better. Sorry, we didn’t have the labor on our team last year to manage problems or issues that need clarity and more research with the same level of detail we can give them today. We also didn’t have our email ticket tracking system with built-in internal escalation procedures.
It’s important to share that we’ve revised our stock template for handling situations like this so that false positive accusations won’t happen by mistake any more.
The autoresponder about a 24 hour response is my fault and has been updated to reflect 2 business days. The other major issue (and a little irony) is that we cut over to a new email ticket tracking system in the middle of Josh’s queries to stop emails from falling through the cracks like a few of his did. In addition, we’ve made internal changes as to who handles our member support queries as there was a position mismatch, but that’s our problem and not yours.
Incoming queries for support are sorted by a non-published prioritization policy designed to give higher risk issues higher priority vs. normal every day issues and to allow us to give members a higher priority than non-members. Here’s a tip for everyone who is a member: Contact us from within your membership interface for faster response instead of the public contact us form.
Josh, your plight has been heard and I’m sorry we failed you.
Yes, I agree customer service is #1 and usually we like to prove that through action and not words. We’ll continue to improve our communication processes to minimize our mistakes & quirks in the future. I can’t promise perfection, but I can share that we’re focused on improving member communications in the coming year.