If Yahoo were going to pay attention to any of their customers, you’d think it would be Israel. He’s been using their services since 1995. He’s a paying customer. He’s even a shareholder in the company. But recent cutbacks mean the closing of the Concierge desk that would normally help people like Israel. Now that he’s having unexplained problems with his e-mail account, he’s taking his pixels and leaving for Google.
I have been a paying Yahoo customer and shareholder for more than a decade. For the past 10+ days I have been trying, in vain, to get a problem with my Yahoo email account resolved. Emails from one domain are not delivered to my account – nobody gets an error message – they just don’t show up.
NEVER have I been more mistreated, frustrated, and jerked around by a company I do business with. Yahoo’s lack of response and complete ineptitude is worse than anything I’ve ever experienced with Dell – and that’s a pretty high bar for lack of respect for a customer.
In the past ten days, I have been,
- Asked to fill out forms only to be told they are the wrong forms.
- Had close to a dozen circular conversations with email help reps who repeatedly send canned responses and don’t read previous messages.
- Had many chats what end with “we don’t know anything, but you will hear from our team “soon.”
Yesterday – for the first time in 10 days – I was told by a chat agent that my case would be escalated and I could expect a response in 24 hours.
Today, the chat agent says he knows nothing of the status of my case, and to expect an email “soon.”
In years past, Yahoo Concierge saved me from mis-treatment like this. With that desk closed, and no other option to talk with people of skill/power/compassion, I am forced to move my accounts to Google. I hate Google, but you have given me no choice.
It saddens me to see Yahoo treat customers this way. I don’t expect Google to be much better, but at least my email will work.
Good luck with the future of the company. It’s not clear to me what that is, or what the organization values.