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reponse from marta

(please note that I requested that LJ staff reply to my open letter by commenting to it. Apparently that is too open for them, and they prefer to operate with as little transparency as possible.)

--- marta wrote:
> Dear bizzy_,
>
> The Technical Support area is specifically for help with technical issues. There was substantial evidence that users filing these requests were already aware of the answer to their questions, and the requests were part of a coordinated campaign regarding issues not covered by Technical Support. Therefore these requests were closed without a response.
>
> Additionally, those who repeatedly abuse Support Services may be banned from using them. This policy is in place in order that Support Services may work in an effective manner.
>
> Marta

I replied:

Can you explain what evidence you have that my support request was part of a "coordinated campaign", or that I was already aware of the answer? If there is "substantial evidence" as you say, then providing it should not be a problem.

I'd appreciate you substantiating the many unfounded accusations you've managed to make against me in two short paragraphs, and if you cannot, I would appreciate an apology for the threat you made to ban me from support.

To be clear, I do not accept either your accusations or threats. I am sorry that this simple issue seems so hard for your organization to deal with, but I intend to persue it up the organizational change until it is addressed to my satisfaction.

Tags:

Comments

( 7 comments — Leave a comment )
bizzy_
Jun. 2nd, 2008 10:01 pm (UTC)
oops, i meant to say 'organizational chain'.
nullcherri
Jun. 2nd, 2008 10:05 pm (UTC)
i add u
bizzy_
Jun. 2nd, 2008 10:10 pm (UTC)
hai!
julieannie
Jun. 3rd, 2008 01:42 am (UTC)
To be honest, that letter just makes all of LJ staff look like cunts.
bizzy_
Jun. 3rd, 2008 02:43 am (UTC)
the tone of her reply is incomprehensible. i hate pulling this card, but really, does she have any idea who pays her check?
(Anonymous)
Jun. 3rd, 2008 09:50 pm (UTC)
(Note: interested lurker only. Every time LJ does something to make me want to give them my money again, they pull some kind of bullshit like this...)

I would suggest that, if you ARE banned from creating support tickets, you might have standing to file a complaint with the BBB. It hasn't done even a minor lick of good ever before, but this is a different company; not giving a paid user support because they don't like you is UNACCEPTABLE for a company.

Good luck.
dantc
Jun. 4th, 2008 08:47 pm (UTC)
That ban threat is typical of LJ middle management, I think they use it on all escalated requests. I think it's supposed to be intimidating, but it just comes across as RAWR I HATE YOU YOU SUCK GO AWAY. Pathetic.
( 7 comments — Leave a comment )