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Author Topic: Arrogance abounds at istock  (Read 30320 times)

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« Reply #50 on: May 27, 2011, 02:43 »
0
There is a difference between:
'sorry, good luck' - and f^&* you with all your money
or 'sorry, good luck' - that was our fault.


XPTO

« Reply #51 on: May 27, 2011, 03:05 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.

You don't have to be dishonest with a client! You can simply say something like:

"We're sorry that IS doesn't work for you anymore, but we still hope you'll be with us in the near future again. Thanks for your support and good luck." or something in this line.

Now, isn't this honest? Doesn't it tells something even if it's not what the costumer wants to hear? In this case you're not bending to the client pretensions, but at least show appreciation for the money he's spent with your company, express the feeling that he may come back - after all, his money pays salaries - and wish him luck.

And other clients get the feeling that they are appreciated as clients even when they leave.

It's a question of being polite with the ones that spend money, no matter how bad clients they are.

ShadySue

« Reply #52 on: May 27, 2011, 04:31 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.
Good point, and there is nothing at all Lobo can do to get prices reduced. That particular complaint wasn't one about Agency/Vetta files being pushed to the top but about overall prices being too high. These points have been raised by several buyers, but iStock seems not to be about to reduce prices (but who knows what's round the next corner?). Given that these posts regularly appear, what else can Lobo do? I guess he could delete the thread, but there would be complaints about that too.
Perhaps the OP would have reposnded to Sean's pushing about whether the issue was really V/A or maybe, as in previous cases, the OP disappears, leaving contributors to continue the debate.
You would however think that if someone was indeed a big buyer in the past (and we have to assume they were, or Lobo would have outed them), they'd be up to all these tricks about buying credit bundles when they're 20% off etc, as many others do, as reported by the 'low credit prices' here and on iStock.
« Last Edit: May 27, 2011, 05:30 by ShadySue »

« Reply #53 on: May 27, 2011, 04:44 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.

Obviously, it is not... unless you are determined to feel offended no matter what they tell you.

lthn

    This user is banned.
« Reply #54 on: May 27, 2011, 04:47 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.

Yes it is, especially to a recently disillusioned buyer and especially from a person known for his useless snarky remarks.

ShadySue

« Reply #55 on: May 27, 2011, 05:32 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.

You don't have to be dishonest with a client! You can simply say something like:
"We're sorry that IS doesn't work for you anymore, but we still hope you'll be with us in the near future again. Thanks for your support and good luck." or something in this line.

Yeah, that's m-o-l what Uncle Rob would have said.

« Reply #56 on: May 27, 2011, 05:35 »
0
Good point, and there is nothing at all Lobo can do to get prices reduced. That particular complaint wasn't one about Agency/Vetta files being pushed to the top but about overall prices being too high. These points have been raised by several buyers, but iStock seems not to be about to reduce prices (but who knows what's round the next corner?). Given that these posts regularly appear, what else can Lobo do? I guess he could delete the thread, but there would be complaints about that too.
Perhaps the OP would have reposnded to Sean's pushing about whether the issue was really V/A or maybe, as in previous cases, the OP disappears, leaving contributors to continue the debate.
You would however think that if someone was indeed a big buyer in the past, they'd be up to all these tricks about buying credit bundles when they're 20% off etc, as many others do, as reported by the 'low credit prices' here and on iStock.

But since the thread got locked, we will never know how the conversation would have continued. You make a good point, but customer service isn't about what the complainer is saying...it's about how customer service responds. I know Lobo can't do anything about prices, but he could have said what Sean said, seeing how HE GETS PAID TO DO THAT and Sean doesn't (that I know of). Even Sean came off as caring more than Lobo did.

And I agree with your last sentence...I think buyer's should save their time and breath with the complaints and just take their business elsewhere, because clearly NOTHING is going to be done to change anything at istock. Everyone should realize that by now.

ShadySue

« Reply #57 on: May 27, 2011, 06:54 »
0
Even Sean came off as caring more than Lobo did.
Oh, come on, Sean's a lamb in wolf's clothing.
Lobo's just a wannabe.

PaulieWalnuts

  • On the Wrong Side of the Business
« Reply #58 on: May 27, 2011, 06:57 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.

You don't have to be dishonest with a client! You can simply say something like:

"We're sorry that IS doesn't work for you anymore, but we still hope you'll be with us in the near future again. Thanks for your support and good luck." or something in this line.

Now, isn't this honest? Doesn't it tells something even if it's not what the costumer wants to hear? In this case you're not bending to the client pretensions, but at least show appreciation for the money he's spent with your company, express the feeling that he may come back - after all, his money pays salaries - and wish him luck.

And other clients get the feeling that they are appreciated as clients even when they leave.

It's a question of being polite with the ones that spend money, no matter how bad clients they are.

Well said

XPTO

« Reply #59 on: May 27, 2011, 07:32 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.

You don't have to be dishonest with a client! You can simply say something like:
"We're sorry that IS doesn't work for you anymore, but we still hope you'll be with us in the near future again. Thanks for your support and good luck." or something in this line.

Yeah, that's m-o-l what Uncle Rob would have said.

Sorry, I don't understand what "m-o-l" is or who's "Uncle Rob"...   :-\

« Reply #60 on: May 27, 2011, 08:02 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.

You don't have to be dishonest with a client! You can simply say something like:
"We're sorry that IS doesn't work for you anymore, but we still hope you'll be with us in the near future again. Thanks for your support and good luck." or something in this line.

Yeah, that's m-o-l what Uncle Rob would have said.

Sorry, I don't understand what "m-o-l" is or who's "Uncle Rob"...   :-\

Uncle Rob I think is Rob Sylvan who is a nice guy (so I hear, don't know him personally) who used to be a mod there, I have no clue what m-o-l is either!  :)

ShadySue

« Reply #61 on: May 27, 2011, 08:03 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.

You don't have to be dishonest with a client! You can simply say something like:
"We're sorry that IS doesn't work for you anymore, but we still hope you'll be with us in the near future again. Thanks for your support and good luck." or something in this line.

Yeah, that's m-o-l what Uncle Rob would have said.

Sorry, I don't understand what "m-o-l" is or who's "Uncle Rob"...   :-\

Uncle Rob I think is Rob Sylvan who is a nice guy (so I hear, don't know him personally) who used to be a mod there, I have no clue what m-o-l is either!  :)
More or less.

XPTO

« Reply #62 on: May 27, 2011, 08:13 »
0
Is "Sorry, good luck" really that offensive?  Customer service is really bad in the UK but I think we prefer a bit of honesty to words that mean nothing.  I really don't like it when people are trying to be nice but they don't do anything to fix what I'm complaining about.

You don't have to be dishonest with a client! You can simply say something like:
"We're sorry that IS doesn't work for you anymore, but we still hope you'll be with us in the near future again. Thanks for your support and good luck." or something in this line.

Yeah, that's m-o-l what Uncle Rob would have said.

Sorry, I don't understand what "m-o-l" is or who's "Uncle Rob"...   :-\

Uncle Rob I think is Rob Sylvan who is a nice guy (so I hear, don't know him personally) who used to be a mod there, I have no clue what m-o-l is either!  :)
More or less.

Thanks. I Googled what both terms are but couldn't find any logical info in the results...  :)

« Reply #63 on: May 27, 2011, 08:16 »
0
Lobo is becoming "unprofessional"...

velocicarpo

« Reply #64 on: May 27, 2011, 08:35 »
0
Lobo is becoming "unprofessional"...

Lobo is becoming unsustainable...

« Reply #65 on: May 27, 2011, 09:06 »
0
Lobo is becoming "unprofessional"...

Lobo is becoming unsustainable...

Istock's management actions are becoming unsustainable judging by my sales this month.

« Reply #66 on: May 27, 2011, 10:04 »
0
at least show appreciation for the money he's spent with your company, express the feeling that he may come back - after all, his money pays salaries - and wish him luck.

Yes. Exactly. He seems to forget that. Where does he think the money comes from to pay his salary?


Slovenian

« Reply #67 on: May 27, 2011, 10:22 »
0
I've never come across such censorship on a forum, as I do on IS. 20% of threads get locked or deleted and that is after years of such policy, when most ppl don't even bother opening a new thread that's not to their liking. I bet it's not as bad even in North Korea :)

ShadySue

« Reply #68 on: May 27, 2011, 11:04 »
0
I've never come across such censorship on a forum, as I do on IS. 20% of threads get locked or deleted and that is after years of such policy, when most ppl don't even bother opening a new thread that's not to their liking. I bet it's not as bad even in North Korea :)
I've often read here that it's worse on some of the rivals. I've even read more than once of a contributor having their portfolio removed from another site for saying something vaguely dissenting on the forum elsewhere. I have no direct experience, but it is widely written about.

Slovenian

« Reply #69 on: May 27, 2011, 11:32 »
0
I've never come across such censorship on a forum, as I do on IS. 20% of threads get locked or deleted and that is after years of such policy, when most ppl don't even bother opening a new thread that's not to their liking. I bet it's not as bad even in North Korea :)
I've often read here that it's worse on some of the rivals. I've even read more than once of a contributor having their portfolio removed from another site for saying something vaguely dissenting on the forum elsewhere. I have no direct experience, but it is widely written about.
Wow, haven't heard that before! I mean I've been a lot on various photo forums and general forums, mostly Slovenian, but also on dpreview's for instance. I guess it depends on the country and even more if it's money related or not (photo and general usually forums aren't)

« Reply #70 on: May 27, 2011, 11:39 »
0
I bet it's not as bad even in North Korea :)

Really? Try reading "Nothing to Envy" by Barbara Demick.

Slovenian

« Reply #71 on: May 27, 2011, 11:56 »
0
I bet it's not as bad even in North Korea :)

Really? Try reading "Nothing to Envy" by Barbara Demick.
She hasn't visited the IS forums :P

« Reply #72 on: May 27, 2011, 12:00 »
0
I bet it's not as bad even in North Korea :)

Really? Try reading "Nothing to Envy" by Barbara Demick.
She hasn't visited the IS forums :P

... and clearly you haven't visited North Korea!

« Reply #73 on: May 27, 2011, 13:12 »
0
Lobo is becoming "unprofessional"...

Lobo is becoming unsustainable...

Istock's management actions are becoming unsustainable judging by my sales this month.

Mr. Thompson's current position is unsustainable. Good luck!

Slovenian

« Reply #74 on: May 27, 2011, 13:42 »
0
I bet it's not as bad even in North Korea :)

Really? Try reading "Nothing to Envy" by Barbara Demick.
She hasn't visited the IS forums :P

... and clearly you haven't visited North Korea!
Pls try googling sarcasm up;)


 

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