How to force developers to fix the site?

Tmix2012-08-11 09:11:08

Technical support

Tmix, 2012-08-11 09:11:08

My favorite onlime provider doesn't want to hear about problems with their site. I can't even log into my personal account under safari 6. Technical support says that my computer is faulty and generally change the browser. How to influence technical support?

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6 answer(s)

mithraen, 2012-08-12
@Tmix

It's easier for a small organization. For the big one, things are different.
There is a huge stream of various requests and opinions from customers. 90% of them are nonsense. Of the remaining 90%, this particular client needs it, but the business does not. It is not easy to single out really useful rationalization proposals from this stream.
Next, the support needs to send this message to the developers. Developers to make changes, then check that this change does not break anything in other browsers (for example, they did not get confused when making the change), and even test it in Safari.
That is, such a change will require a total of almost a man-month of work. That is, it will cost the company a couple of thousand dollars. And now the main thing - how many users will come to onlime from other providers (or will not leave them for others) because of Safari support?
Those. this is purely a waste of money. Which the company doesn't need. It can become unprofitable if the company uses it in their PR like "we, unlike our competitors, take care of our users even with other operating systems than Windows", then it's just advertising costs.
For TP, your problem really simply does not exist. It is perfectly normal for a business to simply get rid of a few percent of standard users. MacOS and Linux users traditionally solve their own problems :(
Within the framework of interaction with onlime as with a business, your problem is unsolvable. It really doesn't work for them to do so. But within the framework of human communication with company employees as specialists, the problem is solvable.
But in this case, you actually need to perform the role of a project manager and an expert, as well as a number of other employees of the company for free and without appropriate authority.

Linochka, 2012-08-11
@Linochka

So maybe a third-party office made a website for them, then they can’t fix anything themselves, as an option, they don’t know how. There is nothing left but to answer.

Vampiro, 2012-08-11
@Vampiro

Loss of 10-50 customers against the cost of redesigning the site. This is business, baby. If it didn’t work in chrome, they would quickly move. Or as an option to put safari 6 to the director.

la0, 2012-08-11
@la0

I have been using lemon for a year and a half, I did not notice any problems with the site.
At least from normal browsers.
Ask to immediately switch to the second line or write to the email indicated in whois by IP addresses.

Valery Osipov, 2012-08-11
@Namolem

Same problem, but on a different site. At least they answered you, I have a complete ignore.
Very often, technical support is attended by ... not very qualified operators who have a problem-solution list. You can try to move to the next level, if you correctly, in detail, with an abundance of technical terms, state the problem ...

mithraen, 2012-08-11
@mithraen

It's easier to put yourself ff or chrome :)
And if you want to achieve something from them, then you should write specifics to technical support. Those. for example:
===
You use such and such, it does not work in such and such browsers, it is fixed in such and such a way. Causes Safari users to be unable to use the site. It fixes like this. Please forward this message to the team responsible for the development of the site.
Also I am ready to help you with testing.