Some companies actually call this a "Sales department"

[crislem]

I don't usually do it, but I think that this thing that happened to me recently is worth sharing so that owners of hosting companies are one more time told to be careful about it. This topic is somehow related to the one from Hosting discussions, "We apologize..."

Here is the story...

The nature of my website requires for me to get in touch with hosting companies and this past week I ended one of the most interesting conversations that I had so far. Interesting in the bad side. I had to deal with the sales department of a hosting company in regards to a coupon that they shared with me and that expired about 2 months ago.

When I first got in touch with them, one of their sales people created a coupon that was going to expire this year in February. Of course, when that day came, I tried to get in touch with them again and ask if they want to renew it or create another one.
*&*&*
Hello,

I am sending this e-mail to let you know that the coupon you shared with us has expired and therefore <company's name> had to be removed from our list <link to the page where it was listed>. It would be great if you want to extend that coupon's validity or create another one. We are looking forward to that and to have your company listed on the site again.

Best regards,
*&*&*

After 2 weeks another person in the company responded to my e-mail, only this time the e-mail had a very mean tone. Here it is:
*&*&*
Why does it expire, thats annoying. Couldn't you just make it so you can simply visit a URL and <b>*renew*</b> your voucher or whatever.

If you don't want us listed, don't email us.

Thanks.

<Signature>
*&*&*

I assumed that he might have had a bad day or that he didn't quite understand what I was saying, so I remained calm and I tried to explain the situation one more time:
*&*&*
Hello Mr <name>,

I am sorry to see my e-mail upset you so much, but I think you should know that it is not our fault that coupons expire. It is you (<comany name>) that does it.

When I first got in touch with your company this is exactly what I've been told:
***
I've added the voucher code to our system: "<coupon's name>" - <coupon's offer> The offer will expire 1st of Feb 2006.
***

So, as you can see, it is not my fault for that expiration date. I can't  create or modify coupons in your database, that is why when the coupon expired I had to contact you in order for the coupon to be reactivated.

Please contact me if/when you want to reactivate the coupon.

Best regards,
*&*&*

To my surprise, even though the reply was not mean, it was very short and it did not clarify anything:
*&*&*
I wasn't aware that <name> had set an expiry date.
*&*&*

At this point I said to myself that I will give it another try so I asked if it's ok to start publish it again. 10 days passed since then and I received no answer.

Now I finally decided that if they choose to treat me like this, I will not even bother to have them listed again. It was not like they were doing me a huge favor. They were that ones that were getting some potential traffic and customers and having some free advertising.

The purpose of this story is, as I said in the beginning, to make aware one more time some business owners of the risk of not having good sales people and not making sure they are doing their job right.

Anybody here shared similar experiences and wants to vent like I did? 

[ldcdc]

Well, again it comes to communication skills, which unfortunately many hosting companies don't focus enough on. That kind of attidute had no place there, no matter who you were.

The fact he didn't really express any feelings of regret for his mistake only serves as proof that they (or at least that person) don't really care about their company image.

The simple fact of being polite can make the another person (customer,partner etc) ready to forgive your lack of actual helpful action(s).

Oh well, some people never learn.

[Awakened-Soulja]

I have to agree with ldcdc, companies with lack of communication wont go anywhere.

[PN-Matt]

I would agree with the two above posts. It's a basic lack of communication skills and a attitude problem. That is the sort of behaviour that would make me want to leave to a host that treats me with respect.

[crucial-ijan]

Sorry to hear about your experience! That gave me a feeling of shock to be honest! Good on you for giving it a shot though and people like that don't get to far anyway

[crazypenguin]

@crislem  I just want to try using one of the expired coupons to see what kind of fun it might be if this company is so inept.

[mwaraitch]

Communication skills are really important , the hosting companies must have proper support to its customers, so when ever they found any issue it must be solved quickly.This way the company can build its good relationship wit its customers, and this way the business will grow, and more sales!